Delivering Great Customer Service
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The commercial marketplace is a
competitive one currently.
Customers are increasingly becoming more discerning; hungry for more
information and demanding more for their money places a greater
emphasis on
Customer Service. Customers have more options and choices than ever
before and
as a result their expectation of the service levels they receive are
also
rising whilst the budgets that companies set aside for this type of
thing are
more than likely dwindling.
A common enough situation I can
imagine many business owners
can relate to but the question for them is simply:
�What can I
do about
it?�
Let�s further define the question
into two core parts to
look at some specifics:
How do you deliver
the best possible customer
service with limited resources and budgets?
How do you adapt to
a changing landscape
with regards to communication. Social Media is a popular way for
companies to
communicate but whilst utilising Facebook, Google+ and Twitter can be
an
efficient and effective way for staff to communicate it�s still vitally
important to not lose focus of what your customer�s basic needs
actually are.
1.
The Basics
Social Media is a
buzz word for companies
looking to interact with their customer base. Recent research by
Vodafone
however, has indicated that communication by email, phone or in person
is still
the preferred option for most people. Ensure these core elements are an
integral part of any Social Media plan.
2.
Feedback
Bad things happen.
Whilst customers aren�t going
to be happy, companies that can resolve problems or errors quickly and
efficiently will be able to identify potential weak spots in their
sales
processes and be better placed to make improvements. Social Media is a
great
way to get feedback from customers on processes, products and ways to
improve
your company�s service.
3.
Social Media
Social Media can
also help improve a
Company�s efficiencies when used as part of the overall Customer
Service plan.
Giving customers an alternative to calling can help a small business
with
limited resources who may struggle to handle lots of incoming
calls. If this describes your
company then consider
creating a detailed Social Media infrastructure that allows customers
to communicate
& if necessary complain, but make sure you resolve these issues
promptly
and professionally � it won�t only be the customer concerned that
notices,
anyone else visiting the page will see how you have resolved the
problem.
4.
Breaking Down Barriers
In
small companies all staff
members should be encouraged to or be able to resolve customer�s
difficulties.
Experiencing great Customer Service should be a smooth, seamless
experience
whether it�s delivered over the phone, in a shop or via the computer.
Encouraging
job shadowing will help create a mutual respect amongst staff as they
better
understand each other�s roles and encouraging managers to get involved
is even
better still.
5.
Small Steps
Whether adding pages
to a website,
introducing Social Media or any other future plans it�s important to
take
things one step at a time. Starting slowly may go against your inner
instinct
but this way allows you to gather feedback along the way from
customer�s and
staff alike and to refine the processes or systems as you go along and
before
you have fully committed to a course of action.
Social Media is a
great example for this type
of thinking, confine responses to business hours which is standard
practice for
most companies, including the �big boys� and will allow you a better
work /
play balance.
If you have any questions on any of
the topics raised in the
article please contact us below or visit one of our Social Media Pages
to see how
Easy Offices does things.
About the Author
Easy Offices
(UK) was formed in 1999 and since then has grown to become one of the
UK's leading specialist advisers on serviced offices, office space and
virtual offices around the country. We offer
solutions to both businesses and individuals. You
can access our service online, by telephone on 0808 231 8103.
Authors Google+
Follow us @Scopulus_News
Article Published/Sorted/Amended on Scopulus 2013-10-25 14:18:40 in Marketing Articles
