Make sure you are putting your customers FIRST every time!
Customer service is a commonplace topic of conversation in workplaces up and down the country, especially at this consumer focused time of year! However, for me, customer service is much more than just good, polite service. Customer service for me is about looking at EVERYTHING you do in your business and ensuring that every step of the way customers are at the forefront of your thinking.This can be anything from the way your clients make reservations online to how well equipped your staff are to answer client calls or even the type of coffee you stock to make for your customers at meetings.I love working alongside clients to analyse their processes and re-evaluate them in a way that will not only assist customer service but in turn improve the profitability of their business by helping them to maintain and attract a bigger client base.
The Customer Journey
Over the last few months I have been working with one of my clients to examine their entire customer journey, which has included a number of different steps including;
- Initial Assessment of Current Situation
- Goal/Objective Setting
- Team Customer Service Training
- One to One Coaching
- Creation of Product Documents
- Designing a programme of ongoing team engagement in the journey
- Ensuring that there is a framework for both internal and external feedback in place
- Senior Team Development
- Measuring Impact of Training
This will hopefully enable you to see the depth that analysis of your customer service can go to, however, conversely I always tell clients if they can do one single thing differently for their customers then that can also make a profound difference. We at Brightside Planning can help you however big or small your idea or query.
Your Plans for 2014
Whatever you are planning for your business in 2014 can you honestly say you have always put the customer at the heart of it? A few simple questions to consider: