In the same vein, if you want your customer support team to be successful, you need a customer service plan. They position it as the defining characteristic that separates them from big corporations that can afford to offer cheaper and sometimes more complete services. It can certainly be a competitive advantage for businesses that have the ability to move quickly and decisively.
Overview Customer service is a state of mind in which you and your employees are constantly thinking about improving every facet of your business that deals with customers.
To meet the needs of your customers, you must know what the customers want and expect. You must be able to provide quality service on a consistent basis.
Many companies formalize customer service plans without ever consulting their customers. This is not an effective practice. You must speak to your customers to ascertain their perception of the service you provide.
In reality, the customer is the ultimate critic. In addition, you must periodically ask your customers how you are doing. Your customer service plan must include a method for measuring and tracking customer satisfaction and loyalty, as well as a program to ensure its continual growth to higher levels.
Depending on the size of your company, you will need either an informal for small companies or a formal plan for larger companies that includes not only customer service policies and procedures, but also specific explanations on how you would like to treat clients in a variety of circumstances.
What are the benefits of having a company-wide customer service plan? The benefits are many: If the situation is appropriately handled by an employee, a bad situation can result in a positive outcome.
An increase in employee productivity will always lead to happier, more satisfied customers and employees, leading to a competitive advantage over your competition. According to statistics from the U. Consumer Affairs Department, it costs five times more to get a new customer than it does to keep an existing one.
Back to Outline II. Establishing a Company-Wide Approach Customer service plans are unique to each organization. No two plans are alike and there is no right or wrong format, but a few basic elements should be addressed by all customer service plans: Today, smart business owners know that customer service should consist of more than just a couple of people "putting out fires.
The key to making this proactive approach work is achieving buy-in from all employees, from top-level managers down to receptionists.
For example, if a customer calls for the first time to inquire about a new product and encounters an abrasive switchboard operator, that may be enough to form a negative opinion of your firm, and he may never call again.
To establish an effective customer service plan, you must first have a starting point. The following is a self-assessment survey. Reflect on the current level of service your company provides to customers, and then answer the following questions as honestly as possible.
Our company is dedicated to satisfying customers. I, as the owner of the company, show employees by example that customer service is extremely important.
We always ask customers for feedback, and we take their complaints seriously.
We proactively anticipate problems before they reach customers. Our staff is accessible to our customers and frequently interacts with them. Our goal is to resolve all customer grievances quickly and efficiently.
We strive to not only meet, but also to exceed customer expectations. All of our employees know that customer service is part of their job.
If you answered True to all of the questions, congratulations! Your organization has a strong customer-orientation. If you answered False to more than two questions, your customer service plan needs work. Often potential areas of customer complaints can be realized by reviewing the return rate of products you sell.
If this is high, your customers may be unhappy with their purchases, and you must find out why. Is your product inferior or not user-friendly? One can assess the number of service or maintenance calls that are received and conduct an analysis of complaint consistency.
Are the complaints related to inadequate support, faulty products or parts problems?An intense level of customer focus is what you’ll find at any company known for world-class service.
The only “problem” is that we don’t often get to peek at these companies specific practices: details as to what these companies are doing differently is often lacking.
Customer retention always boils down to creating powerful relationships and in the end, all of your strategies need to focus on finding ways to make sure that your customers believe you, trust you and have no reason to look anywhere else when it comes to the products and service .
Everybody talks about being customer-focused, but few people really know what it means. Here are four basic elements of customer-focus, based upon presentations from four of the smartest people in.
Here are six free customer service tips you can start using today. or you risk lapses in service that can really hurt business. 3. Improve your customer interactions. It also allows you to control the situation, re-focus the customer’s attention and .
Business-in-a-Box - Download Business Plan Templates & Forms NowSave Your Precious Time · 7M Users Worldwide · Professionally Formatted · Sold in Countries. In the Products and Services section of your business plan, you will clearly describe--yep--the products and services your business will provide.