855-ADD-Members
    855-233-6362

    6 Things to Kill in Your Business for Better Customer Service

    Richard Scully • Nov 14, 2018
    Surveys aren’t the way to good customer service. They might’ve been five years ago, but they’re being used with such an annoying regularity that no one wants to take part in them. But how do you improve your business’ customer service if you don’t know what your customers want? Trust us. There are other ways. Here are a few things you need to ditch in order to begin providing better service.



    Surveys
    As I just mentioned, surveys are overdone in 2018. Call the bank, they send a survey. Get the oil changed in your car, survey. Everything is a survey these days. Sure, you can get people to participate through free goods and discounts, but no one wants to waste time telling you how to do your job.
     
    Try this instead: try one-question, emoji-style ratings when you send a follow-up email thanking them for their business. Smiley face or sad face. Or use a clickable star rating the way Amazon or Goodreads does on their reviews. Then give them contact information to a real person if they have more to say. They can rate you in a second as well as ask for a follow-up.
     
    Not Filling Empty Positions
    When an employee leaves, there’s a time before you hire again while you’re searching for an ideal candidate. If that process becomes long and drawn out, co-workers are usually called upon to fill in the gaps. After this occurs for a while, management often thinks that position doesn’t need to be filled since everyone is managing fine. Unless you are making it worth the employees’ while financially, you are over-burdening the employee. Burnt out employees don’t provide good customer service, let alone excellent service.
     
    Try this instead: as soon as the employee gives notice, begin the hiring process. As a preemptive solution, always have up-to-date job descriptions on file so there’s no time wasted writing them. Ask good employees for referrals. Fill that position or compensate the individuals who are taking on an increased workload.
     
    Undisclosed Expectations
    Everyone working for you should know two things: what’s expected of them (including how they’re measured against those expectations) and how you expect the customer to be treated.If they don’t know these things, it’s difficult to do their job.
     
    Try this: Give employees processes and missions to go by so it is clear to them to what degree your company believes the customer is always right. This empowers them to do right by the customer on a level that you support, even if you’re not available to ask.
     
    Excuses
    If your employees are always making up excuses as to why something didn’t happen or why they’re not meeting expectations, your customers will grow tired of this. Customers recognize an excuse. Excuses never smooth over any of the ruffled feathers.
     
    Try this: Ban certain language from your employees’ repertoire. Things like, “I’m new” or “That happened because X is new” don’t matter to customers. They don’t want an excuse. They want a solution. Make sure your employees are skilled at providing them.
     
    Square Hole, Square Peg Thinking
    Yes, protocols are essential to businesses operations but you also want your employees to be creative problem solvers. They should not feel hemmed in by rules that can never be bent. Sometimes, it is necessary to make allowances.
     
    Try this: as mentioned earlier, let employees know how far they can go to do right by the customer. It’s important they feel empowered to act on the customer’s behalf.
     
    “Not My Job” Mentality
    The customer doesn’t care whose job it is. When they have a problem, they want it handled. There’s nothing more frustrating than an underling saying they can’t do anything or the customer being passed around the company explaining the issue each time.
     
    Try this instead: even if the person answering the inquiry isn’t fully equipped to solve the issue, they should remain the main point of contact for the customer. The employee is the one who works for the company. They are the most skilled at dealing with peers and departments. Stay in good communication with the customer and allow one point person for customer convenience and relationship building. This way your customer will see them as an advocate for them.
     
    If you want to start providing better customer service, think of the customer experience. Consider the things that bother you most about dealing with businesses. Then refrain from introducing those frustrations into your environment.

    Christina R. Green teaches small businesses, chambers, and associations how to connect through content. She is a regular blogger for Frank Kenny who Chamber Nation purchases content from for our customers use.
    By Richard Scully 07 May, 2024
    Check Out the New Chamber Nation Website to Discover More
    By Richard Scully 22 Apr, 2024
    WE HAVE A BRAND NEW MEMBERSHIP SUPPORT SITE
    By Richard Scully 18 Apr, 2024
    we've updated another report - renewed memebers report
    By Richard Scully 16 Apr, 2024
    member webinar This THURSDAY april 18, 2024 - share following link with members
    By Richard Scully 29 Mar, 2024
    CHAMBER NATION WEBSITES USING Duda Leads in Site Performance with Google’s Newest CWV Metric (INP)
    By Richard Scully 16 Mar, 2024
    MEETING WAS RECORDED - THURSDAY 3/28/24 WEBINAR WITH OUR CEO RICHARD SCULLY @ 1PM CDT
    By Richard Scully 15 Mar, 2024
    CONSIDER AdvertisING Our Upcoming Member Webinars on Community Publishing Launching in April 2024.
    By Richard Scully 14 Mar, 2024
    The Average Cost Per Click is on the Rise
    By Richard Scully 14 Mar, 2024
    how to add a iCal calendar subscription link to your website
    By Richard Scully 13 Mar, 2024
    easily access a qr code report for your member mobile applications
    More Posts
    Share by: