Guidelines and rules must be replaced by the flexibility to handle problems quickly.
Slogans don’t guarantee good customer service. Whatever your slogan or motto, as customers we expect extraordinary customer service. We want to experience customer service beyond our expectations.
Some organizations have come to the realization that to differentiate themselves from the competition, extraordinary customer service must become the norm. That means having articulate, well-trained employees who are congenial and empowered to make customer-service decisions.
The goal of customer service should be to “WOW” customers, not make them feel that they are contestants on “Survivor” or some other televised game show.
Shape up your customer service!
Here are ways your company can improve its customer service:
Empower employees to handle customer disputes on their own without management intervention. This involves training and a “mind-set” that acknowledges the importance of converting regular customers into loyal customers.
Meet daily with your employees to discuss issues with customers and invite input from the staff on how each should have been handled. Do “case studies” as a group to determine how to handle certain situations. Nordstrom’s employee handbook states: “Our No. 1 goal is to provide outstanding customer service. Use good judgment in all situations.” Empowerment and flexibility are making sure customer’s expectations are met and exceeded.
Survey customers to determine their satisfaction with purchasing and return policies of the company.
Benchmark your customer service against competition by shopping them.
Use common sense: Treat customers the way you would want to be treated.
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