Customer service isn’t just about being courteous to your customers – it’s a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public eye. The good news is, it’s relatively simple to implement a customer service improvement plan that keeps your business on top.
Hi guys, Tim here from launch accounting. Today I want to talk to you about customer service and customer complaints and what you need to do if you’re having these issues with your business. If you’re having customer service issues and your staff is not performing and you’re getting complaints or constructive feedback from your clients and nothing is changing, you need to have a good look at yourself. Your customer service level within your business comes from you, you as the owner and it flows down and if you’ve got mid-tier management it still comes from your attitude and what you depict onto those managers.
You really need to have a good look at how you expect to be treated as a customer, how you treat your customers when you’re on the front line and if you are no longer on the front line I suggest that you get down and answer a phone every now and again. Jump on the reception desk, sit at the front counter, sit on the till. You know talk to your customers and get to know whats happening if youve been removed for a period of time and that way when your staff gets to see how you deal with customers they’re going to start following soon because I think what happens in this day and age is we sort of getting on this role of great customer service and then all of a sudden we get a bad egg in, someone has a bad day and we get a couple, bad customers, let’s be honest not all customers are perfect and we get on this negative roll of we kind of forget that the customers are the people who put food on our table, who pay our employees and our employees forget that our customers are the reason why they have a job.
It’s really important that we remind ourselves why customer service is important. It’s really important that we remind ourselves and our staff why customer service and ya know, why customers need to come first and why they should come number one and every person who leaves your business should be leaving happy, content and ready to refer someone else. That’s really the key we need to get all of our customers to the point where they are going to refer one or two friends because that is how we are going to consistently grow and keep progressing on this business journey that we are all on so if your having bad service, customer complaints, a couple bad complaints on google or facebook and they are consistently starting to happen and its from a range of different people and not just one set group, you need to start looking ‘ok what’s the issue with our team’, ‘what’s the issue with the culture inside of our business’ get on the ground and start working with your team and start being face to face with your customers again and you’ll see a massive change Alright, guys, that’s it for today, look forward to talking to everyone again soon.
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