Quality service is a fundamental element of a successful business. But many businesses struggle to improve service and maintain their customers. A bad experience can remove a customer for years. But do not despair! To better define quality service in your business and to clearly define service goals and motivate your employees, use customer feedback and to improve your service tools to better serve your customers. There are several ways. No matter what your attitude, your business has to struggle to improve quality service.
Motivating Your Employees
Invest in service training instead of quality control department. Depending on how big or small your business is, you may already have a quality control department. This department tracks and documents any quality issues and works to address them. But on the basis of quality control department, your business can actually be set for poor performance because it can show to your other employees that quality is not a matter of their main concern. Investing in training which trains all workers at all levels, not only in a quality control department, will tell your workers that they have the responsibility to provide quality service, they have nothing in the company.
See the service training gap in your current workforce. Do your employees have to take a customer service seminar online or individually, as part of the need for performance improvement. Organize training sessions that target specific issues or gaps, such as how to interact with customers on the cash register or how to handle speeches for a client in a meeting.
For example, if you are trying to improve the service in the cash register, then establish a targeted training session to improve the register. You can discuss the giving of a good wishes to a customer on the register how to ring them quickly and immediately, and how to hand over their changes or their charge card at the end of the transaction. You can also direct your employees to do fake transactions, where an employee acts as a worker in the register and the other employee acts as a customer.
Do not stop giving training to employees after your first few days or weeks on the job. Teach employees that they can always be more and they should learn about serving their jobs, your business and customers.
Establish a new-employee initiation program. This program will train the new workers of quality and service as well as starting work. It should be a well-rounded program that gives new workers a clearer understanding of your company’s products, services and core business strategy. It should also strengthen your company’s approach to customers and commitment towards quality customer service.
The program should include an overview of your company’s approach to service. Examples of customer service issues you have in the past have been given and / or are currently working, along with the solutions you came to solve these issues. This will help newcomers to understand your view of service and solve the problem.
Couple of an experienced employee with a new employee Experienced worker can provide the first experience of your company’s operation and how to perform well in a certain position or role. New workers can also signal the quality of service provided to experienced workers.
If possible, make yourself a part of the new employee orientation. Lead one of the training sessions to show new employees committed to the new mercantile program. This will give you the opportunity to teach the company’s values at new rates and prepare new employees for success.
Teach the 30/30 Rule. This simple rule states that the employee should greet every customer within 30 or 30 seconds of entering the store. This meditation will ensure that your customers want the reception and experience, which will translate a more positive approach to your business.
Be sure to train your employees to welcome their body language along with their words. A “hello” will not mean too much if it comes from an employee who does not contact the eye, smiles, or stands directly with the language of the open body.
If your business is web-based, then install an automated feedback system so that your customers know that their messages have been received and you are working to resolve their issue.
Tie your employees’ jobs to the overall performance of the business. This means that your employees have a great effect on showing what they do every day in the workplace, the happiness of the customer and the bottom line. By sticking personal behavior into a large system, your employees will understand how important it is that they practice good quality service every day.
One way to do this is to commit your employees to provide the best service to customers for one month. At the end of the month, show the improvement of sales to your employees and proof of customer’s few complaints.
Encourage employees to think about customer care as a “story” about their business. Your employees are the main ways that customers will connect to your business. In most cases, how they behave towards customers, it creates a whole “culture” of the business or store. Understanding that their conversation with the customers is not limited to the same exchange in a cash register, but they actually communicate how a customer feels about the entire space, to provide quality service to employees every time. Will help to motivate
For example, grocery store traders who often perform at the top of their industry in customer service rankings because employees are trained to provide a friendly, calm store environment and to make personal recommendations about products. This approach makes it fun to shop there, which pulls customers back, even if the trader whose stock is generally more limited than other grocery stores.
Give your employees the goal of quality of service. These goals should be challenging, but are attainable. Research on goal setting has shown that establishing specific and challenging goals has high levels of employee performance. Avoid easy or unclear goals, like “just do your best”.
Focus on specific actions and attitudes, such as congratulating each customer with smiles and greetings, helping them to give a fitting room and shape, and ensuring that their transactions in the register are fast and enjoyable.
For example, at Harra’s casino in Las Vegas, employees should complete the goals that have been established on the basis of the person’s status in the casino, as well as the goals set by Harra’s group of hotels in the Vegas region. Harrah’s manager works with the staff to ensure that the goals are challenging, but attainable. Harra uses a combination of goal-fixing and future awards to inspire both the individual and the team.
Identify and reward improvements in employee performance. Encourage your employees by reaching their achievements and customer service goals or even acknowledging their abilities. There are two primary ways to reward employees:
Financial Aid: One of the easiest ways of implementing financial awards is to increase wages and award bonuses to its employees. But if you are not in a position to give more money to your employees together, then you can improve their finances in other ways. Give them any extra hours they request, provide more affordable health care options, and can be flexible around your child or major care requirements.
Non-financial rewards: Create an accreditation program that shows your employees how much you pay attention to their hard work and customer service. Focus on a program that recognizes the length of the employee’s service, positive customer feedback, or the customer service goal. Use prizes such as plaques, certificates, company business, gift certificates, or complimentary products. Although these rewards are not necessary to financially benefit the employee, they will give the employee a sense of pride and achievement which is important to maintain his motivation.
Tell your employees that there is room for growth. Another way to motivate and empower your employees is to provide opportunities to go to higher positions in a company or business. Create leadership status for long-term employees or high-performing employees. Encourage new employees to aspire for a higher position or role and provide them the opportunity to prove themselves.
You can decide to review your employees’ annual performance so that they can know where they stand and how to improve their performance for the next year. Performance review is also a great way to strengthen positive behavior for their employees and show them where their career can lead the company.
Emphasize on problem-solving. It is important to emphasize on your employees that they are helpful as well as be friendly. A courteous and helpful sales clerk who does not know anything about the goods he sells, will not satisfy his customers. Similarly, an employee who accepts any problem exists without the ability to address it, it will not affect the customer.
If the employee can not provide immediate solution, then train your employees to provide “work plans” that the problem will be addressed as soon as possible. For example, if a customer has called it with an issue with the purchase of the law, but your store will stop in five minutes, you can promise to send a person home in the morning to repair it Are.
Teach your employees to overaspinate for any problem or complaint. This is how to get customer service that goes “up and out” Each customer should keep your store or workplace happy. Even if you or a staff member makes a mistake, the customer should still be satisfied. Do not make objectionable accusations by accusing customers of making mistakes. PLEASE listen to customer’s complaint and offer your serious pardon. Then, explain how you are going to solve the service problem for the customer. The world’s most modest employee will not be able to solve the problem of the customer, inability or inability.
For example, a customer comes with a blouse which separates into the washing machine. She gave her receipt two days in advance to prove her purchase of a blouse from the shop. The customer demands a refund for the blouse, because it was not cheap, but it was not caught when washed.
Employees call you to the business owner to discuss this business, how to serve this customer, begin apologizing to the customer for the poor quality of his inventory. Again, explain that although you do not refund (as stated on the receipt), you can offer the full amount of poor quality item to the gift card at the store, as well as give additional discounts on its next purchase Are. In this way, the customer knows that you have solved his problem and you will not leave him dissatisfied. You should then assure the customer that you will check the manufacturer of waste clothing and pull the rest of the stock with your shelves.
Those customers who are unhappy should be encouraged to return to your business. It is more likely to create goodwill than solving the problem alone.
Hear responses from your employees. Your employees can provide valuable insight into the potential improvements in your existing approach to quality service. Paying attention to their response also cares about what you have to say and take their opinions seriously.
Conduct quality surveys at least once a year among your employees. Send it by email and set a fixed date for completion of the survey. You can also attract encouragement or prizes to motivate your employees to submit their feedback.
Keep the open communication with your employees by starting the workday before opening the store or shop doors. Complete your expectations for quality service for all customers running the door.
Display specific behaviors that show to the customer that employees value the quality service, such as how to greet the customer at the door, chat with them while making a payment in the register, and ask them if they help with a size Would like to, or would like to start a fitting room. Instead of telling ways to provide your employees with excellent service, use concrete examples to show.
Measuring Customer Service Performance
Determine how quickly you are able to solve problems. According to a survey, 69% of customers address “good” customer service with their issue or problem quickly and efficiently. 72% of those people said that sometimes there was great disappointment for transferring things from one person to another or explaining the situation. Try to determine how quickly you can address your customers’ issues. You can ask about this in a survey. For phone calls or online customer inquiries through email or chat, you can use a timer to determine how long it takes to address the problem.
Your employees may not always have the knowledge or authorization to solve customer problems. However, they should be trained to identify the problem immediately and to find someone who can solve this issue.
For example, imagine that you own a beauty store and a customer has called because he wants to buy a special brand of nail polish, which you do not carry. Rather than telling the client that “we do not have this,” your employee should make an immediate effort to find out how your store can get that polishing for the customer and tell it when the problem is resolved is. This type of behavior is not only friendly, it is helpful and quick, and it will probably increase customer loyalty for your business.
Ask for personal feedback from customers. Feedback from most customers is being asked. It shows them that you care about their experience and are keen to improve or adjust your attitude.
Ask for a customer response in a personal way, face-to-face, or via a personal email. Accept customer feedback with quick reply. Ask for information about the recent purchase of your store or your company’s products, which he has used or has problems with. Encourage the customer to explain his experience in his store or workplace and he thinks that you can improve his experience.
Create a customer service survey. There are many important components in customer satisfaction, such as emotional satisfaction, loyalty, satisfaction with the specific qualities of your experience and intentions to return to your business. Creating a survey for customers to pick up after each service experience will help you determine how effective your service is.
Track emotional satisfaction with your experience, by asking questions that determine “overall quality” or customer’s happiness.
Track loyalty by asking the questions that determine whether a person will recommend your business to others. People are more likely to trust the word of mouth than any other form of advertising.
By asking the targeted questions, track satisfaction with specific elements of the experience, such as “How satisfied were you with the speed of your service today?” Or “what time do you have to wait?”
“On today’s basis, will you return?” Or “Do you think your choice to go to our shop was a good decision?”
Completing these surveys is a great way for customers to complete them. Often, unhappy customers will not return to the place where they would feel dissatisfied. However, if you provide an incentive for completing surveys and returning to their business, such as a free dessert or a discount on a purchase with a purchase, then they offer more feedback and do business with you. There will be a possibility. Again.
Track any problem or complaint. One way to track the quality of service in your business is to track any customer’s problems or complaints. Create a database for all customers to respond and use a scale to rank customer experience (5 highly satisfied, 1 highly dissatisfied). Be sure to also take a detailed comment on the service from clients in the database.
You can also use a net promoter score. A pure promoter score monitors the number of customers who will recommend your business to your friends. A customer who answers 9 or 10 is seen as a promoter, the customer answering 7 or 8 is seen as inactive, and a customer who gives a company 6 or fewer It is seen as a barrier.
By decreasing the number of inhibitors from the number of promoters, your company can come on a pure promoter score. The higher your net promoter score, the better you are to maintain and satisfy your customers.
Keep procedures to prevent problems that happen again. Both you and your employee handled a customer complaint well, and worked hard to solve it. But just because the customer was happy, this does not mean that you just go ahead. Take this as an opportunity to prevent future quality problems. Ask your employee: “What happened due to this problem and what can we do to ensure that it never happens again?”
Document the events that come with a solution to keep your client happy with the customer’s complaint or problem. For example, perhaps a client needed a certain outfit that afternoon, but there was no stock in its size in the store. Instead of letting the customer go bothered and empty handed, the employee called at several other places in that area to try to find a dress in the customer’s size and paused it for the customer. After the customer receives great customer service, the store will be thrilled and it will be more likely to return to the store again.
To prevent this customer problem from happening again, a possible solution is to have more clothes in stock at a certain size and always check stock inventory at the beginning of the working day to stop short stock.
Talk face-to-face with customers Avoid the temptation to hide behind your employees. Customers like the ability to easily manage with their questions, complaints and concerns. Show up at least once in your business to show dedication to your employees and your customers. During your face-to-face conversation with the staff, you can also demonstrate how to conduct quality customer service.
Include yourself in the day-to-day activities of your business. With no physical presence in the workplace, you can be different from your business and be out of touch.
Defining Your Service Goals
Consider the type of your business. Small businesses often have very different customer service expectations than mega big-box stores. Understanding why people choose your store or business, will help you to help your customers what they want during conversation.
If you are a big company, then customers will expect a wide selection of goods or services, low prices and quick “shopping experiences”.
If you are a very important aspect to focus on a small business, personal contact, knowledge ability and problem-solving. You may not reduce prices like mega business, but your friendly expert will be ready for this. One study shows that 70% of the customers receive excellent, personalized customer service, then they are willing to pay higher prices. 81% of customers believe that small businesses offer better customer service than large businesses.
Create a clear vision statement. It is important to have a clear vision statement for your customer service mission. You will include this Vision Statement in employee training and possibly share it with customers. Your vision statement tells the main values of your business, what do you think about all?
Consider examples from very successful businesses. ACE is a very successful series of hardware, independently owned hardware stores, which has been frequently recognized as a top customer service provider with awards. His customer service vision boils over a very simple statement: “100% helpful.” Emphasis on this utility, not just friendship, has helped them compete with big-box stores such as Home Depot and Lowe.
Another example is Amazon, whose customer service vision is: “We look at our customers as guests invited to a party, and we are hosts. Our job is to work every day to make every important aspect of customer experience a bit better. “Using a metaphor (invited guest at a party), this vision statement clearly expresses Amazon’s goals: to feel welcomed and appreciated to customers, and to make a fun and enjoyable shopping experience there.
Test the public “faces” of your business. Your employees are an aspect of the public “face” of your business, which customers interact every day. Other representations of your business’s mission include customer service calls and interactions, your location (brick-and-mortar and / or online), and your access.
This article will cover your employees’ customer service skills for a little while later. In general, consider that they represent your company’s face, so make sure they are trained to be respected, friendly and knowledgeable.
How do customers interact with you? Can they get a “living person” to speak immediately, or will they have to go through automated systems? Studies show that customers prefer to talk to a person instead of navigating the Interactive Voice Response (IVR) system. If you have social media presentations, how often do you answer questions or comments on those accounts?
What does your business location look like? Is it well excluded, easy to use and clearly organized? This applies to brick-and-mortar locations and your online preservatives.
Does your employee and your company’s structure give the impression that customers are free and welcome to contact with the issues? For example, is your contact information clearly located on your website, and does your physical location customers know who to ask or where to go?
Make sure your employees know what “quality service” is for your business. New hired and experienced employees should know what is meant by “quality service” for you and your business. This definition can be made of big ideas, such as “stability, communication and connection”, or more specific ideas, which include specific actions or approaches.
For example, if you are a retail business owner who sells clothes, then “Your customer’s greetings always go to the store” in your definition of “quality service” or “if that is the one for a customer Features like “offering a start fitting room” may include specifications. Keep one or more items in his hand. “
Definition of “good” customer service is highly dependent on your industry and your customer base. For example, a friendly, talkative vendor may desire a retail setting, but the customer does not want his massage therapist chatting. Similarly, if your clients are elderly, they are more likely to appreciate the in-person service, while young customers can appreciate the simple answers on social media.
Updating Your Quality Service Tools
Apply customer-friendly technology. Most people do not use cash to pay goods and services. Your business should answer your customers’ needs and habits. Invest in debit and credit card machines to make paying customers quick and easy for you.
If you do not already have a Point of Sale (POS) system, consider investing in one. A POS system is a computer software that can track the purchases made by your customers and the products or services they purchase. A POS system allows you to track what your customers like, what they like to buy and how often they buy.
A POS system will not only increase the sales and will help you to bring your products or services to the market better, it also makes it look good to your customer. POS system helps you manage your inventory, offer special offers or promotions, and give your customer the right value. You do not have to worry about out-of-stock goods or wrongly selling goods by customers.
Rent a web designer to create a professional website. Your website will often be the first impression your customer has seen for your business. Invest in a well-designed website that displays your products and services in a compelling manner.
Make sure your website has mobile access, because many customers are looking at your website on their phone.
If you can not afford to keep web designers, you can create your own site using WordPress. Ensure that your website has the name of your business, your business location, your company’s contact information, and your business hours.
Do not ignore your social media. The Internet can serve as a very efficient service tool for your business, especially if you use social media for your benefit. In today’s competitive environment, every business should have a strong social media presence to connect with customers and keep customers connected to their business.
Create a Facebook page and an Instagram account for your business. Regularly update your social media accounts and include your employees in the process of updating and posting accounts. Encourage the use of hashtags for your business, such as #TheShoeStore, to help boost your business.
Be prepared for customer feedback on social media. Many customers will be likely to post your customer service experiences on your public pages. It should motivate you to have high level of customer service in your business to keep posting positive!
Link your website to your social media, such as your Facebook page, Instagram account, or Twitter account. In this way, customers will be directed to your other social media accounts and other ways to connect with your business.