Service delivery is one of the single most important aspects for any retailer, regardless of your size. Without good service, your business is sure to fail in a short space of time. Research shows that most consumers are willing to spend more money on an item if they feel they will receive better service throughout their shopping experience. Here are 5 great ways to improve the service delivery of your business and guarantee a long and prosperous career:
- Hire Positive Attitudes
Skills, experience, and qualifications are all important things to look for in a potential new customer service agent but having a positive attitude is equally as important. Customer service is not an easy industry to work in and your agents will not always have easy customers, they will all likely have at least one problem customer per week. Dealing with a difficult customer requires a positive attitude to handle the situation instead of escalating it because great service can increase your company’s profitability.
- Hire Reliable Couriers
Your product, your advertising campaigns, your pricing, and even your customer service will mean nothing if your products aren’t being delivered in time or if they’re damaged in transit. Florida Couriers will be able to ensure your customers receive their orders safely and on time. Your couriers have direct contact with your customers so you need to make sure they have good people skills as well, you can test this by pretending to be one of your customers and score them on their delivery.
- Recognize Good Customer Service
Consumers, by nature, are 5 times more likely to go public after a bad experience than they are after experiencing a good one. For this reason, and so many more, it is important to recognize the hard work that goes into receiving a compliment. When your agents receive great compliments, or you see them going the extra mile in their jobs, you need to recognize and reward your employees. At the end of the day, it is the good customer experiences that will allow your business to succeed.
- Reduce Customer Repetitions
If there is one thing that customers hate more than poor service it’s when they have to repeat themselves. For this you should appoint one person to handle all your customer complaints, if your business is large then you can have more people in this department, but try and minimize the number of times your customer has to recount their poor experience. It won’t do anybody any good, least of all your customer.
- Always Listen
The biggest mistake you can make in customer service is not listening. If you don’t listen and pay attention to your customer then they will feel like you don’t care about them and their opinion isn’t valued. Learn to listen to the feedback you’re given by your customers and use it constructively. Every department has room to grow and evolve, especially your customer service department. You should actively be trying to get feedback from your customers at every level of their experience, that way you will be able to identify and correct poor customer service before it becomes a bigger problem.