What makes for outstanding customer service for your company? This is no longer a strange question as the answers to this question are becoming more and more numerous. And these tips in alphabetical order for providing quality customer service and creating happy customers are no exception.
- Anticipate: Plan ahead for contingencies. Will you need staff to work overtime on a busy weekend? Is rain forecast for an evening outdoor event? Will you have enough inventory for upcoming orders? Foreseeing problems ahead of time can save you headaches later.
- Balance: Maintain a healthy balance between your personal life and your work life. It’s easy to get caught up in the hustle and bustle of customer service and forget to take time to relax and unwind.
- Creativity: People are constantly looking for more than just the usual, boring customer service. Get creative with your logos, programs, and special events. Many companies offer customers a chance to have their picture taken with Santa. Why not give your customers a chance to take their picture with the Grinch?
- Donate: Foster positive community relationships by donating products or services to charity. Offer free monthly swim passes from your sports center to local charities or communities. Offer to provide equipment to an elementary school for a reading festival.
- Exceed: Go above and beyond what your customers expect. Provide that little extra service that leaves them with the feeling: “I’ll tell my friends about the great things about this company!”
- Fun: Doesn’t everyone need a little humor in their lives? Add elements of fun to your customers. Give a box of chocolates to every 10th or 20th customer each day. Have your employees dress up in fancy uniforms for special occasions. Offer half-price admission to your fitness center for customers wearing pink or white on Valentine’s Day.
- Go Green: Many people want to do something for their environment. Provide recycling bins. Sponsor an environmental day where you can use empty boxes, newspapers and egg cartons to build festival tents.
- Help: Help your staff have a positive attitude. Your cheerful and optimistic personality will help everyone relieve stress during a stressful working day.
- Innovative: Be willing to take risks and try something new. Often times new ideas can lead to better customer service.
- Juggle: Do you want customers to wait in long lines in frustration? Use and implement various entertainment elements to make customers feel comfortable if they have to wait in line.
- Knowledge: Even if you feel like you never have enough time, make an effort to learn some new skills. Read books about areas outside your expertise. Take classes on subjects that are new to you.
- Leadership: Often, the leader of a department determines the overall success. Develop your own management style. People will see it when you are genuine, rather than trying to imitate former US Secretary of State Colin Powell.
- Memory Making: Does your business provide comfort for families? Many families today have little time to spend together. Do what you can to create memorable times for them. Give small gifts to children who get good grades. Offer discounts for family outings to the movies, restaurants, or shopping.
- Novelties: Many people enjoy receiving cute key chains or booklets from stores. Giving your customers novelty items is a fun way to let them know you appreciate their business.
- Organized: If organization isn't one of your strengths, get help fast! Customers will notice when a company is organized. Create checklists, have supplies on hand, and have backup plans.
- Pretend: Pretend you are a customer. See things from the customer’s perspective. Buy from your own store. Try standing in line to open a new account. Better yet, ask your loved ones to pretend to be customers. They will definitely tell you what needs to be improved!
- Quality: Customers expect a high level of quality when dealing with your company. Return phone calls or emails within 24 hours. Resolve customer complaints professionally and promptly.
- Resourceful: How do you use your staff training budget? Ask local training centers to offer a public speaking course. Ask schools about decorating after their parties, galas, anniversaries, etc. You’ll have more knowledge to use in decorating your business. Place your business sign at community events.
- Surprise: Include an element of surprise for your customers. Address them by name. Thank them for participating in a past program. Send them a birthday card.
- Training: Training is always an important factor in motivating people. Use staff meetings as a great customer service training opportunity. Ask a customer to share their personal experience so that your team can better understand what customers are saying.
- Unique: What makes your business unique? Is it the quality of your staff? Clean, beautiful rooms? Unique rewards? Low costs? High costs for quality service? Look for something that makes your business stand out from the competition.
- Versatile: Try cross-training your customer service staff to be more versatile. They will also be aware of the different tasks required to keep customers happy and the business running smoothly.
- Why?: Ask yourself why customers want to do business with your company. What can you do that your competitors can't?
- Music (Xylophone): Learn to play the xylophone so you can play it during staff meetings to motivate them effectively. This feeling from the staff will then be passed on to the customers.
- Young At Heart: Don’t forget about intergenerational marketing opportunities. Grandparents love spending time with their grandchildren. Plan a tea party for them when you open a new location or introduce a special product or service.
- Zany: Let loose and be silly sometimes! Customers will love seeing your staff with a fun, carefree attitude. It's okay to be professional but still have fun.
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