Let your customer Know Your Customer Service Expectations

At the American retail supply, we make mistakes. We spend a lot of time and money to make our processes as efficient and foolproof as possible, but we still make mistakes. So, where can I get to write these columns that so often stress the need for excellent customer service?

Although nobody likes to be in order to receive an error, we all know that people make mistakes. Exceptional customer service requires that we learn from these mistakes and take action to reduce or eliminate, but really what brings customers back is your answer when you mess up.

Here are some points to consider when you examine your customer service. Can your front line people solve the vast majority of the problems of your customers?

Have you heard from me before and if you read this article you feel again. People do not want trouble and very few are out to take advantage of you. I think the real test for Customer Service is exceptional, can the first person the customer talks to solve the problem?

Your customers know that exceptional customer service is what you should expect from you?

I received some phone calls annually from customers who do not think they're getting customer service from us. Almost all of these calls start with: "I read in your newsletter that customer service is important to you, I do not think I'm getting a great service to all ..." or "A few months ago when I was waiting I heard you wanted me to call you if I had a problem that was not nice." Of course nobody likes to receive calls of this type, but in another way I LOVE HOW THEY!

What is the alternative? For most companies, this is a client that does not really want the hassle of complaining. The customer who goes to the competition and not only do not recommend others, but perhaps even bad mouths you. I love the customers that give us the opportunity to make them happy. Find a way to tell your customers that you want to know if they are not happy.

I stole an idea from Stu Leonard Supermarket in Connecticut. It has a large sign with his picture that said, what do you like? What do you dislike? I'd like to know. Every invoice we send to TMS has a flyer asking the same questions Stu Leonard asks. While it is redundant to send out with every bill, we do. I want to be sure that every client knows to expect excellent customer service and I want to know if you do not get it.

Act

The video, In Search of Excellence, says most of the suggestions boxes get little or no use. They say the reason is that customers know that their suggestions will get nothing. Stu Leonard box is full, for the most part with positive comments, every day. Why do people take the time to write? The video says it's because they know that something will be done. If customers take the time to contact you, take the time to let them know what you're doing.

Every customer who wrote to us at TMS, if its a good comment or complaint, receives an answer .......