Customer service is truly the lifeblood of any small business. Small businesses generally can't compete with big box stores and bigger corporations on price, but customer service can provide small businesses with a competitive edge - if you do it right.
So this Customer Service Makeover focuses on making sure that your small business provides the kind of customer service that builds customer loyalty, gives positive word-of-mouth advertising, and increases sales - in short, the good, better or even superior customer service that consumers want. Here's what to do:
1) Find out what shape your customer service is in right now.
Before you can improve your customer service, you need to find out what it's like at this point in time for customers/clients to do business with you. The best way to do this is to interview or survey your customers/clients.
Put Some Extra Eyes on your Customer Service provides suggestions for eliciting feedback from your customers. I've also designed a short Customer Service Survey that you can use. While it's designed for businesses that have face-to-face interactions with customers, it would be easy enough to adapt it for use with online customers.
When you're seeking your customers' views of your customer service, remember that customers measure customer service in specifics so you have to, too. That is, a customer doesn't rate your customer service as "good", "fair" or "poor"; he or she pays attention to how you answer the phone or how he or she was treated when asking for help.
So when you're adapting the Customer Service Survey form I provide to suit your own needs or talking to customers in person, be sure to ask specific questions about specific customer service situations. Not "How was our customer service today?" but "Did the person who was helping you answer all your questions?"
2) Use the customer service feedback that you've collected to choose one or two specific aspects of customer service to improve.
In one sense, providing good customer service is the simplest thing in the world. All you have to do is treat all your customers like you would like to be treated. But in another sense, because customer service involves human beings interacting with one another, providing good customer service is quite complex.
That's why just deciding that you will give better customer service or telling your employees to do so doesn't work. You have to be very clear about exactly what you want the people providing customer service to do.
One way of doing this is to focus on the different customer service interactions that are most common in your business. I've chosen to focus on answering the phone, a customer wanting help, and a customer making a return or complaint in this Customer Service Makeover because these are three of the most common customer contact points for most small businesses.
Choose to work through one or more of these common customer interactions as part of your Customer Service Makeover.
A) Good Customer Service: Answering the Phone
The phone is still often the first point of contact with your customers, so it's critical that the way your business phone is answered gives the person calling a good first impression of your business. Read through Phone Answering Tips to Win Business and print the article for convenience.
Then use the points in the article to assess how incoming phone calls to your business are handled. (Note: If you are trying to assess your own customer service performance on the phone, have someone else listen to your side of the call and assess it; you won't be able to handle the call properly if you're trying to evaluate it at the same time.)
After assessing several calls, you should have a clear guide as to how your customer service phone performance measures up, and be able to pinpoint specific problems if there are any. Use the tips in the article to improve your customer service as needed.
For more on this topic, see 3 Keys to Business Phone Greeting Success.
B) Good Customer Service: Customer Wants Help
This customer service situation, a customer seeking help in person, is the most common customer service interaction so it’s extremely important to get it right.
Read through Tips for Better Customer Service: How to Help a Customer and print the article for convenience.
Then use the points in the article to assess how well you and/or your staff are handling this customer service situation. (Once again, be sure to have someone else assess your own customer service performance, as you won't be able to deal with the customer properly if you're trying to evaluate your performance at the same time.)
After assessing several customer-seeking-help situations, you'll know how your customer service performance measures up, and be able to pinpoint specific problems if there are any. Use the tips in the article to improve your customer service as needed.
Continue on to the next page to learn how to improve customer service when dealing with customer complaints and returns and how to evaluate your Customer Service Makeover.
Looking for more of the Small Business Makeover?
- The Business Planning Makeover - create a Business Action Plan that will provide your small business direction for the coming year or longer.
- The Business Finance Makeover - Follow the steps in this business finance makeover, from separating your personal and business finances through financial statement analysis, to make sure that your business finances are in good shape.
- Information Technology Makeover - Learn how to secure and manage your business data, manage customer contacts, set up a document management system and prepare an Information Technology maintenance and crisis plan in this Information Technology Makeover.