Good customer service often stems from the company’s culture itself. Does leadership say and show that they value customer service excellence? Are customer service providers empowered to provide good service to customers? There are many pieces to a solid customer service policy, and it all comes from the attitude spread from the top down of the organizational hierarchy.
According to Arizona State University’s 2013 Customer Rage Study, if a customer’s complaint is not handled well, the customer will become 12% more brand disloyal.
Good customer service starts with a “customer service culture”. A recent American Express OpenForum article explores the strategies of companies that excel in customer service and we've summed up a few of those important lessons below:
- Hire friendly, helpful people. This applies to all levels of your organization. A talented employee may not necessarily be a helpful employee. Ensure that the type of people you are hiring to work in your organization are committed to providing excellent customer service, and have the necessary disposition to do so.
- Create a great customer experience. Do you know what your customer like and dislike about the services you provide? This is a key step in creating a great customer experience. Make it your business to continually survey your customers. Also, do something with those surveys! If you see customers want lower or free shipping, find a way to give it to them. If there is an issue that continually pops up that inconveniences your customers, find a work around or completely remove the inconvenience.
- Make customer service fun! How do you motivate your employees? Staff that feels appreciated are more loyal and work harder for you. Celebrate the accomplishments of your employees, and reward them for a job well done.
Read the article "7 Customer Service Lessons From the Companies That Do It Best". It gives an excellent insight into the customer service practices of organizations that do it well.