Good Customer Service and how to get happy customers!
7th June 2013
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Well, businesses that follow these simple guidelines will go a long way to generate customer satisfaction and positive feedback

1) Answer your phone. Ensure that phone is answered promptly and in a professional manner when someone calls your business. (Important note: People who call want to talk to a live person, not a fake "recorded robot".) 

2) Don't make promises unless you will keep them. Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don't say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise - because nothing annoys customers more than a broken one.

3) Listen to your customers. Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn't been paying attention and needs to have it explained again? From a customer's point of view, I doubt it. Cut out the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.

4) Deal with complaints. No one likes hearing complaints, and many of us have developed a reflex shrug, saying, "You can't please all the people all the time". Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.

5) Be helpful - even if there's no immediate profit in it. Recently my daughter lost one of the very small screws in the frame of her sun glasses. She popped into a local optician and explained the problem. The person she saw said that she thought they probably had a similar screw. She found it, attached it to my daughters sun glasses – and charged her nothing! Where do you think she'll go when I need a new sun glasses? And how many people do you think she’s told this story to?

6) Train your staff (if you have any) to be always helpful, courteous, and knowledgeable. Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isn't) regularly. (Good Customer Service: How to Help a Customer explains the basics of ensuring positive staff-customer interactions.) Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know, but so-and-so will be back at..."

7) Go the extra mile. For instance, if someone walks into your shop and asks you to help them find something, don't just say, "It's in Aisle 3". Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs help. Whatever added assistance you can provide, if you want to provide good customer service, do it. They may not say so to you, but people notice when people make an extra effort and will tell other people. #

8) Throw in something extra. Whether it's a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective. The local art framer that we use attaches a package of picture hooks to every picture he frames. A small thing, but so appreciated. If you apply these eight simple rules consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!

If a company follows the 8 rules then it is easy to recommend them.

My question to any local business owner reading this Blog, are you easy to talk about and recommend for the right reasons? If so the next step is obvious, ask your customers to recommend you here

If you are a local person who uses Jersey shops and services why not recommend your favourite business here

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About the Author

Kevin S

Member since: 9th July 2012

Hello and welcome to thebestof Jersey blog, I hope that both locals and visitors to the island will become involved. Please let us know about local businesses that go that extra mile and about things...

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