Sometimes in the rush to build a great company that offers remarkable products and services, business owners forget one critical element of all great organizations, Customer Service. Having an outstanding Customer Service department could be the difference between keeping customers and losing customers or between having one-time customers and loyal followers.
Creating a Customer Service policy is a great first step. It can be situation-based. Write down all of the possible situations you can think of where customers will need the help of your Customer Service team. Then figure out the best possible way to solve each situation. Be sure to coach your employees on this. With this being said, I think it’s absolutely critical that you empower your employees by allowing them to stray from the policy when they feel it’s appropriate.
The overall message should be, “keep our customers happy”. If a customer comes to one of your employees with an issue, but doesn’t like your policy for handling their issue, then allow your employee to improvise however they see fit, as long as it’s going to keep that customer happy and not impact other customers or your business too much. By keeping your customers happy at all costs, you’ll turn frustrated customers into loyal followers. Those individuals are invaluable as they will tell many members of their network about how great your company is because you successfully solved their issue.
As your business grows, so too will customer service issues. Make sure your policy is fluid and constantly updated. Check-in with you employees quarterly or monthly to see if there were any unusual customer service issues that they were able to solve. Based on the feedback, update your policy accordingly in case that same, or a similar, issue comes up in the future.
Have you had any Customer Service mishaps with any businesses that have left you feeling either more loyal to that business OR totally turned off by it? Please share your feedback with our readers so that they can see just what types of issues arise and how they were handled. I think those real world scenarios will help all of us when drafting our Customer Service Policy.
Happy New Year!