Small Business Blog

Archive for the ‘Customer Service’ Category

You will need cross-functional sponsorship at executive level to ensure the successful delivery of a customer communications management infrastructure. We’ll talk about all the SVP roles within the business over time but for today, lets talk about the SVP of customer service and lets talk about outbound communications in this article. (I’ll cover inbound benefits in another post).

The Senior Vice President (SVP) of customer service within your business may be one of the biggest benefactors from customer communications management. In a full scale roll-out you are almost certainly going to need to enlist the SVP of Customer Services support.

Customer Communications Management will have a significant impact upon the call centre and the way that call centre operatives will work. Below I set out some of the items of discussion that you should table with the SVP of Customer Service.

Customer Correspondence and Communications (Outbound Communications)

In your first meeting with the SVP of customer service you will need to make her aware of the likely impacts of the following:

Ability to deliver ad-hoc messages to the customer via a range of channels – not just voice and not just email.
Ability for the company to control and manage the content. Standard paragraphs, greetings, thank you’s and so on. Standards of quality can be met.
The need to develop and design communication authorisation workflows.
The need to develop standard, compliant texts for insertion into letters.

The ability to give customer service centre users the ability to construct customer communications, to provide standard paragraphs and texts to suit particular situations  and to have them authorised for quality and compliance prior to sending will impact key performance indicators.

The most benefits to be impacted through correspondence applications are:

The customer is assured of quality, meaningful, relevant content that addresses his needs. This will impact customer satisfaction and customer loyalty. Sending relevant correspondence that resolves customers issues will likely reduce further follow up call backs to the call centre.
That by integrating into an overall enterprise customer communications management system, in the case of mail, the cost of postage will be reduced due to participation in the overall mail discount program that the document production centre will be executing.
That by integrating into the CCM system, there will be much higher levels of assurance that the mail item will leave the building – so when a customer calls and says “you didn’t send a letter” you can validate that this is not the case – perhaps important in late payment scenarios. Customer Service centre agents will be able to drill down to visual data within the Automated Document Factory reporting system and identify the individual mail piece, when it was sent and by what class of mail.
When using electronic communication channels, query resolution may be faster in fact, almost immediate. Whether a simple message, questionnaire or a short response to say something has been done such as “Your address details have been updated”, or, “Your subscription has been upgraded”. These all add to the levels of service and care that the customer gets.
All correspondence whether physical, electronic or voice can be automatically stored in the electronic document vault. The document vault will allow instant recall of documents and indeed if desired can make documents available to customers across the web. Should a customer call back, all communications whether inbound our outbound are available to the customer service agent. This will improve query resolution hugely, reducing overall call duration and it will also reduce callbacks and time and resource spent searching for documents meaning that the agent can handle more calls in a day.

Summarising the conversation with the SVP of Customer Service you can say:

Quality & Reliability of service improved – Customer Satisfaction, Customer Loyalty and in hard to differentiate businesses, retention performance.
Customers who use Instant Messaging to communicate with the customer service centre have the benefit of convenience and no long telephone waiting times.
Clarity of communication. Well thought out, clear, plain language, well articulated communication content, will reduce call centre loadings and will less likely sew further seeds of doubt in the customers mind.
There will be a direct impact upon the bottom line due to participation in mail savings programmes within the document production centre.
Customer can choose to speak to an agent without making phone calls. As well as offering convenience, anonymity and minimal interruption to the customers day, it offers a lower cost of service than by other methods of customer communication. No phone calls, no loading call queueing systems, no mail.
There will be a higher level of accountability and audit-ability overall. Tracking data, time data and authorisation data will provide evidence and proof that the company has done its job – should it be needed.
Customers will feel that they have more control over their relationship with your company – Hopefully driving repeat business and greater product portfolio buy in.
There will be a positive impact in respect of call durations and time wasted searching for documents.

For over 100 more articles like this please visit Document Projects

Customer service representatives (CSRs)

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. First point of customer contact for general inquiries like pricing, products, scheduling etc maintain business relation with clients by providing accurate service so as to promote customer loyalty.

CSRs are people employed by companies to serve as a direct point of contact for customers. In the 24/7 worlds today companies need to secure their customers receive an adequate level of service or help with their questions and concerns. Such customers may be individual consumers or other companies each with different needs. Many companies provide customer service to path of the telephone through call centers. The Customer service representatives interact with customers to provide information in response to inquiries about products or services. They also handle and resolve complaints and communicate with customers through a variety of means. Telephone is the most famous but increasingly customer service is supplied by e-mail. Faxes and regular mail parallelism and even a direct meeting can also be used by the CSR. Some customer service representatives handle general questions and complaints, whereas others particularize in a particular area.

Customer Service Representative is explain by the following points: –

1. Customer Services

“Good customer service is the lifeblood of any business.”

Excellent customer service is one of the few ways to achieve a sustainable competitive advantage. Customers are satisfied or dissatisfied with the level of customer service provided by CSRs. Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long. Customer Services are increasingly changing the way customers interact with firms to create service outcomes. Good customer service can increase your customer loyalty rate, leading to greater profitability.

2. Customer Satisfaction

“No business can exist without customers.”

Customer Satisfaction may be measured directly by survey and expressed as a percentage, such as Percent of Customers Completely Satisfied. Providing good service in a pleasant manner and meeting the customer’s expectations is also known as Customer Satisfaction. Customer satisfaction is the fulfillment of customers’ requirements or needs.

Consider this, only 4% of all customers with problems complain. The average customer with a problem eventually tells 9 other people.

In other side, three types of relationship were identified:

1. Satisfaction-as-love

2. Satisfaction-as-trust

3. Satisfaction-as-control

Each responded to the same failure in different ways. Satisfaction-as-love customers had emotional bonds with the product category and thus reaffirmed their loyalty following the failure. Satisfaction-as-trust customers saw the service failure and inadequate recovery as a breach of the brand’s implied promise and thus excited the relationship. Satisfaction-as-control customers took charge of the situation, using their status to improve their situation and then defended the brand.

3. Customer loyalty

Multiple regression analysis assessed the impact on customer loyalty of four key constructs of relationship marketing: -

1. Trust,

2. Commitment,

3. Communication,

4. Conflict Handling.

These four variables have a significant effect and predict a good proportion of the variance in customer loyalty.

The stairs of Customer Loyalty shows you how to consciously shape a plan for developing your customer relationship skills in a more congruent manner and is a benchmark in fostering and promoting permanent customer relationships for businesses of all sizes.

4. Customer Orientation

There are seven keys that strongly indicate a customer orientation attitude:

• Thinking and talking about clients a lot

• Continually assessing your customers’ perceptions

• Resolving priority issues in favor of the customer

• Giving in, compromising, adding value for the customer

• Making amends to customers for poor treatment

• Employing a “whatever it takes” policy to satisfy special needs

• Redesigning processes, re-deploying resources and when they get in the way of service quality

5. Mass customization

Mass Customization is a way of building and selling products such that the product features are broken down and offered to the consumer as choices. Mass customization, in marketing, manufacturing, and management, is the use of flexible computer-aided manufacturing systems to produce custom output. Those systems combine the low unit costs of mass production processes with the flexibility of individual customization.

The flourish surrounding mass customization increased dramatically with the advent the Internet. Companies saw how e-commerce could allow an individual customer to tailor a product to his or her own specifications and then order it. The vision of mass customization seemed to promise manufacturers several benefits: They could offer service, achieve greater levels of customer satisfaction and loyalty, gather advance information on market trends, and reduce inventory levels.

So, what I learned from my research was delivering consistently good service quality is difficult but profitable for service organizations. In many services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of the service firm. So, that service quality is highly dependent on the performance of employees.

Contact Us : Call Centers India

Email : sales@callcentersindia.com

Phone : 206.384.4669

I took a phone call at my office the other day from a pleasant sounding young man representing the national office supply store I have a reward card with. He spent a minute of my time reading from a script about the current deals the company had and then asked me if I would place an order and receive an additional 10% discount. I was very impressed at this point with the telemarketing campaign this company was undertaking to boost sales in this difficult financial period. As all small business people do several times a day, I wished I had thought of this marketing strategy and assisted my clients in implementing it.

Unfortunately, I didn’t need 3 cases of copy paper or a new desk chair so I told the young man that I could not take advantage of the program at this time. I expected to hear him say, “Thanks for your time and we look forward to serving you when you need future office supplies.” Unfortunately, the next words out of his mouth were – “I need you to place an order today because I have a quota and will be fired if I don’t meet my quota this week.” Very little in the business world shocks me anymore but this did. I immediately asked him if I could speak to his supervisor and he uttered some expletive as he quickly disconnected our phone call.

I wish I could say this is an anomaly in the business world but it has become more and more common place over the last year. As our sales slow and our profits turn to losses, all companies are reducing personnel and asking our remaining employees to do more until the recession ends. Many small and medium businesses are currently staffed with 50% to 75% of their normal employee level. We all recognize that while sales are down from last year, there is only so long that we can stretch our people until they become as frustrated as the telemarketer from the national office supply company.

Due to my work as a consultant, I am much more tolerant than most customers and will continue to use the national office supply company but how many individuals would simply tear up that rewards card and switch to a different office supply company? I have to believe that young man will run off many customers before he gets fired by the company and the company will have no idea why several of their customers are not returning. I suspect the young man was hired just over the past several months after he was fired from another firm and was hired because he was cheap and had experience. His training definitely was not very good and his supervision is not good at all.

Small and medium sized business must pay very close attention to their customer service attitude at all times since this is the primary element separating you from your competitors. The internet and our new global business environment insure that having a unique product is no longer the only acceptable piece of a company’s sales strategy. Better products are showing up in the marketplace daily so a good business uses great customer service to keep customers from trying different products and companies. It is ironic that your company must pay more attention to customer service when sales drop yet you cannot afford customer service employees. It is, however, a fact of business life.

Great companies make sure all their employees are involved in customer service. Are your employees trained and a part of your customer service strategy? The Accounts Payable clerk, the warehouseman, your delivery personnel, and even your janitor must all be trained and understand the company’s customer strategy and how they fit into it. If this has not been the case in the past, take the time right now to start. This cannot be a onetime all employee meeting. This must be several meetings every month and must continue forever !!

Customer Service must be in your Mission Statement. It must be a part of your interview process with potential employees. It must be in your training for all employees. It must be a part of your incentive package. It must be a chapter in your employee manual. It must be talked about daily in staff meetings, employee gatherings, etc. The bottom line is that it must be the primary attitude in your business and it must be communicated and discussed daily. You, as a business owner or senior manager, must embrace customer service and demonstrate good customer service at all times.

Most employees see customer service only as a way of treating individuals who buy your products or service. As a business owner or manager, you must help everyone understand that Customer Service is an attitude that governs how we deal with everyone including fellow employees and suppliers.

Now that you have established a great customer service attitude in your company, you must make sure the training and follow up with all employees is in place; even in a financial downturn.

There are many great resources on the internet and many good consultants who can get your company up and running quickly and assist you in making sure that training continues in a positive and efficient manner.

There are also numerous hardware and software products on the market that allow you to record and listen in on your employee’s phone conversation. This is a great training and follow up tool for every business. I personally like the various software products that record these conversations directly to your network computer server and can be reviewed directly on your PC in your office. Some of your employees may initially see this as an invasion of their privacy but you must explain this is your way to provide positive feedback and customer service training. Your employee manual should already have a statement outlining that all activity on company assets such as phones and computers can be reviewed by management at any time. Your outside legal advisor should assist you with your state requirements but this is not a major issue in any state.

If that young man from the office supply store was being reviewed with phone recording software, he would already be unemployed and I would have received a personal letter from the company’s president apologizing for that call and offering me an amazing deal to keep me as a customer. Since I have not received that letter, I have to assume his only review comes from a list of the purchase orders his calls have generated.

I have used this software in the past as an initial as well as a continuing training tool to ensure a company knows and controls the exact message it is sending to its customers and potential customers.

Another great and inexpensive customer feedback tool is your own company website. Make sure you have something listed on your home page that makes it easy and simple for a customer to get information to you. You can make this as sophisticated as you wish but do not burden your customer with having to know the serial number, date purchased, color of the cashier’s hair, etc. Start out simple and make it easy for your customer to give you whatever information he or she feels is necessary.

This also gives you the ability to lead your customer back to your website for additional information you want to provide. It’s truly a win-win situation. I would also recommend having your website programmer attach a simple “auto-responder” message for your customer. The message should be sent to their email address within 5 minutes of them hitting the submit button. It should be simple and just state something to the extent of “We appreciate you taking the time to contact us and someone will be back with you within 24 hours. If you do not hear from us, feel free to contact our President personally at 999-999-9999.”

Your problem is to have an employee review this information every few hours and you, as President, must be able to take those phone calls if your company doesn’t respond properly. Putting your phone number on the email will ensure your company listens to the customer feedback and replies timely.

Customer Service is a major responsibility and privilege for every company. Not paying enough attention to customer service will ensure the failure of every small and medium business. Take the time during this financial downturn to review your company’s customer service attitude and insure your customer has no need to buy from your competitors.

“Back in the good old days”, Fortune 100 companies recruited beautiful women with sexy voices, coiffures, expensive dresses (and brains). They were called “Receptionists”. It was their job to sit at the front desk and be the “face” of the company. After the company name hanging on the wall, the beautiful receptionist was the first thing people saw. The receptionist had to have brains. She had to be tactful and diplomatic in handling whoever contacted the company. She was the front line of what would be called: “Customer Service”.

Today the majority of incoming communication is by telephone and email. A pretty receptionist is nice but not that important. When someone contacts the company, these days, they are likely to encounter the dreaded “telephone tree”. This diabolical device, certainly not invented by customers, can be an additional source of and addition to their frustration, consternation and (frequently) anger. It is not uncommon for customers to be placed on hold for over an hour.

They are calling customer service because they either didn’t get what they wanted or they have a problem. They are not real happy, and what do they get? The Telephone tree.

Bestselling author of Freakonomics Stephen J. Dubner, says, “I am probably typical in that I hate making a customer-service call to just about any large company. The odds of getting useful information in anything under a half hour are pretty slim”. He seems to be the flag bearer for frustrated consumers who want to fight back, “I can imagine that some people won’t be interested in giving out their phone numbers, even to a website that’s providing a free and pretty useful service,” he writes. “I can also imagine that some people may be tempted to exploit this service, getting a customer-service rep on the line and then, since it cost nothing to do so, hanging up on them out of spite for all the past injustices”. Ouch!

IT’S ALL ABOUT YOU!

Is your customer service guilty of causing this kind of frustration? How quickly does your company respond? How long do your callers wait on hold? What do you do to keep customers satisfied, happy and above all: keep them as a customer? Klixxx contacted some industry leaders to get their view. Mary Gillis, Queen of Marketing at FlashCash says, “These days, it is Customer Service who responds to whoever might have a question, complaint or query. The CS person might never be seen. But their ability to reply in a positive manner is what puts a “face” on a company”. According to Ms. Gillis, “The first and most important thing to do is to have dedicated Customer Support Specialists, who are happy and professional”. Klixxx couldn’t agree more.

WHAT IS CUSTOMER SERVICE?

Let’s define the term. Doug Howardell, of ACA Group (Canada) a management consulting firm says, “Customer service is the ability of an organization to constantly and consistently give the customer what they want and need”. If you are in business to provide XYZ and you take the customer’s money but don’t provide XYZ, the customer will probably contact you…duh! They want to get what they paid for. If your company does not give the customer what they think XYZ entails, in a timely manner (making them wait on hold for an hour) then you are not doing a good job of Customer Service.

YOU ARE A SERVICE ORGANIZATION!

You provide an intangible service. You are not selling stainless steel widgets! If yours is a website, then you are a service company! Harmik Gharapetian, of Epoch, who was named the Xbiz Business person of the year, says, “At the heart of what we do, Epoch is a service organization. What makes us stand apart from our competition is the way we handle the customer experience. We’ve concentrated heavily on our philosophy and approach to customer service…the average caller gets to an agent within 5-10 seconds and never has to navigate though a myriad of phone menus. Our agents are trained extensively before taking their first call. I can truly say that our customer service is state-of-the-art”.

THE ART OF KEEPING CUSTOMERS AND THE COST OF LOSING THEM

A lot of professionals know that the cost of acquiring a customer is up to ten times the cost of keeping them. If you are good you can make a great presentation and sell the prospect…once! But the way you handle the bump in the road; how you respond to your customer’s call for service, will determine if that person remains a customer or goes off to your competition.

Professionals will also tell you that it is easier to sell someone you are already selling than it is to establish a new relationship. So, companies frequently bend over backwards to make sure the customer stays a customer.

123Resourcing Customer Service Call Centers offer Customer Support on a pay per call/pay per minute or flat fee per month basis. Fabian Buys of 123resourcing.com says, “When customers take the time to call and complain about charges it means the membership is over. The program has lost a client and incurred a potential chargeback. Our company has standards in place to evaluate a customer’s level of dissatisfaction and offer them the proper alternatives. In certain situations we advise clients to allow us to give their client a 3-6 months complimentary password. For example, if a consumer charged a recurring membership for 6 months, it is beneficial to everyone involved to refund 1 month’s membership charge and give 3 months free access. Versus risking 6 months charge backs, which in reality is 6 separate charge backs, it’s a win – win situation.”

Professionalism is being able to handle the irate caller and keep them as a customer. “This is not a job for random part-timers,” Mary Gillis says. “You need educated, intelligent staff. These people are often the only people who interact directly with your consumers; they are the representatives of your company. If they don’t know their stuff, your company looks foolish”.

YOU NEED A GAME PLAN

A good strategy planning session makes sense. Put down in black and white just what your policy is (or policies are). Who will handle specific kinds of queries or complaints? Mary thinks, “Another important aspect is to ensure that your CS team is included in major decisions. They know how consumers react, they know what sort of issues will come up and (they) can contribute meaningfully to your projects. So, educate your CS Team, keep them in the loop and keep them happy so that they can be the type of representative that YOU would want to answer YOUR questions.”

DO YOU KNOW WHO YOU’RE TALKING TO?

Who is your customer? If you are a doing business in other countries, do you have people on staff who can speak to customers…in their language? Harmik Gharapetian, of Epoch says, “Since the Internet is a global marketplace, we staff our customer service department 24-7-365 and our agents can accommodate customers in over 100 languages”. Now that’s Customer service!

HOW TO PROVIDE EXCELLENT CUSTOMER SERVICE!

What can your company do to keep customers happy? Here are some tips:

1. Answer the phone. When someone calls and hears the phone ring and ring, it sends the message that nobody is in the office. And it raises questions. Is the company out of business or incompetent? Are they understaffed? Do they have the capability to handle the customer’s needs? Not answering quickly is a big mistake!

2. Do What You Promise. There is a basic law of CS that Mary Gillis cites and that is doing what you say you will do. “By remembering the one true secret of good customer service and acting accordingly; ‘you will be judged by what you do, not what you say.”

3. Listen to what they have to say, really listen. Customers hate having to repeat their complaint over and over just because the person on the other end isn’t really listening. Active listening, asking questions and determining the problem is very important.

4. Handle the complaint. Find a way to give them the satisfaction they want. It’s an opportunity to be creative or to find the person in your company who can give the customer what they want.

5. Be there for them. Be human. Be nice. Give them a good experience with your company even if you can’t make a sale. By being the Good Samaritan, they will remember you.

6. Teach the staff your philosophy. Make sure the staff all sings the same song. Let them hear you handle some complaint calls so they know your feelings and how you want the job done. They will follow you by example.

7. Go “The Extra Mile.” Just as in #5 above, when you are kind, courteous and respectful, but above all friendly and helpful, people remember you and come back.

8. Offer A Token Gift. As Fabian Buys of 123Resourcing Customer Service Call Centers, does, offer a gift. He gives them 3 months free access. You think they’ll remember that? Damn straight.

Good customer service is the heart and soul of a company with a future. You can offer promotions, price reductions, tie-ins and other incentives, but if your service to your customers – when they really want it – is nonexistent, then your company will need a beautiful receptionist with brains.

The New York Times has recently released a survey that shows customer service work at home job opportunities have increased by a large amount in United States. Customer service jobs also called call center jobs require employing agents who work at home as customer service agents. The advantage of this type of work is that it provides a steady income to single or stay-at-home parents and the physically challenged.

Customer service agent jobs vary from call handling to technical support. If you apply for such a job, you would need to have the basic essentials, like a modern computer, which has the latest operating system installed on it . You will also need a reliable internet connection, which is normally supplied buy your phone service. Excellent communication skills will be required by you to handle the various customers that you will be dealing with.

How to get a customer service work at home job?

If you wish to get a genuine customer service work at home job that will provide you with a income, then you will find that the under mentioned tips are essential for you

1. The first step in getting a work at home customer service job is to understand the type of employment that you will be applying for. This job will entail that the company hiring your services routes their incoming customer service calls to your home phone.

2. Then you must understand the type of duties that you will be required to be perform. Nearly all customer service jobs include taking and logging orders, processing transactions, providing help and assistance to customers as required by the company that has hired you, etc.

3. You will soon discover the benefits of working at home. Work at home customer service jobs are of great advantage to stay-at-home mothers, disabled people, retired seniors and college students. If you are unable to step out of your home but need to earn a income, then you can select any of the large amount customer service jobs that are available, according to your ability. Since agent hiring, training and scheduling jobs is now being conducted online, you will not even have to leave your home to get a job.

4. Once you decided to work at home, you need to do a lot of homework to select a legitimate home based customer service job. You should start by browsing through the internet to find a list of companies and websites regarding this.

5. When you find a company that fits your requirements, then submit your application and resume to the company. Always take the care to prepare the application properly and professionally, just like you would do the case of any job you apply for.

There are various benefits of doing customer service jobs at home. This is the reason why one quarter of customer service agents in North America start work at home. The convenience and independence of working at home are the two main benefits of customer service work at home jobs.

Every business requires customers and it is very important to retain an empathetic and trusting relationship with your customers. This will ensure customer commitment. Loyal customers will add to the long term success of any business and so their requirements should be dealt with as soon as possible.

This is why there is a overwhelming need for customer service agents. This is a good situation for you, as it will provide more available job opportunities. If you have the ability to do this sort of work, then you can earn a income that will fit around your circumstances.

Employing you as a work at home customer service agent, is of a great advantage to any company. As they will save money on office rent, utilities and equipment. So as you can see, customer service agent jobs benefits both the companies and the work at home agents.

Identifying the keys to good customer service is the secret ingredient to a successful business venture. Here’s why.

Let’s say there are two grocery stores on both ends of the street. Both carry the same items or inventories. Both stores are clean. Yet, one store seems to enjoy more patronage. More smiling customers go through the door of the other store.

What makes the other business venture thrive?

The other store knows the keys to good customer service, making their profits jump from single to double digits. When you enter this store, you are greeted with warm smiles and friendly greetings from the storeowner and his staff. When they see you reaching up for items for the top shelf, they rush to assist you. When you wonder where an item is, they accompany you to the particular aisle. These small things make a business venture thrive.

For a business owner, applying the keys to good customer service will lead to more “ka-ching ka-ching” for his business!

With an economic downturn, most businesses look for ways to bring in more customers and increase profits. They devise lucrative advertising and promotional strategies but these only lead to income loss and higher deficit.

Customers are the biggest variable in the equation. Businesses earn profit through repeat customers; hence, providing excellent customer service should be the priority.

When you have satisfied customers, there is no need for fancy advertisements because you will increase the number of contented customers who are guaranteed to come back for more.

Here are some keys to good customer service to keep your customers happy:

1. Be courteous. This is something that is largely dismissed nowadays. A little act of politeness will make customers feel more valued and important. Make them feel that you are sincere in extending a helping hand. A frown can drive people away, while a smile can draw more people in. Address your customer with “Ma’am” or “Sir”. Deal with one customer at a time to make him feel that he has your complete attention.

2. Be resourceful. Customers become angry when you tell them that you cannot grant their request because “It’s the company’s standard policy.” Customers do not want to hear such an excuse.

If you want more happy customers, think creatively. There are legal ways to go around your company’s ironclad policies. Make it a policy to extend service beyond the standard procedures in order to satisfy a customer’s needs.

3. Be prompt. Never put any of your customer’s requests on hold, especially when it is obviously urgent. Prompt and accurate service may lead to referrals. Hence, empower your staff members so they can make quick decisions and attend promptly to the needs of your customers.

4. Under promise and over deliver. Refrain from giving false promises. Never promise what you cannot deliver. It is still best to under promise and over deliver. This is the best way to wow your customers!

5. Extend your service. Even if it is not part of your standard service procedures, do something for the customer that shows genuine interest to their needs.

For example, you can lead a customer to their seat, or open doors for elderly customers. People like the idea of getting more value for their money.

For business to thrive, using these keys to good customer service should be in the forefront of your mission and vision.

This must be made clear to all you staff members. Deliver this message loud and clear by make it a point to measure their performance in terms of number of happy and satisfied customers.

By providing quality customer service, you create a desirable reputation for your business that will entice more people to avail of your service. Just apply these keys to good customer service… and a successful business will be yours for the long run.