Customer service is a pretty hot topic and can make or break your business. Consumers have little patience for lousy customer service and easily get tired of waiting, trying to get a live person on the line, going through an interrogation to speak with someone or trying to communicate through a language barrier.

If you provide them with a simple, efficient, pleasant experience they will revisit your business over and over. More importantly, they will tell everyone they know!

There are three secrets to good customer service, the first one we’re going to conquer is knowing exactly what YOU want.

You are the captain of the ship and the visionary for the future of your business, so you need to have a clearly defined plan for your business and that includes customer service. There are three main goals you need to consider:

  1. It needs to be easy for your clients / customers to do business with you. You can do this with advertising,  your website and other technology based programs to help them buy from you.
  2. Doing business with YOU needs to be a warm and pleasant experience. Your team has to be knowledgeable, approachable, warm and patient. Your clients / customers need to feel like they are getting a good value for their time and money. Perceived value goes beyond the price of the service /products and extends to their personal experience.
  3. Change your mind set and ask yourself “How can I NOT afford to do these things?” This shouldn’t be a question of expenses, but making and keep happy clients /customers.

Which these thoughts in mind you also need to take a few things into consideration when deciding on the actual programs and standards you’ll put into place.

  • Share your client /customer service vision with the rest of your team .
  • Connect your incentive programs and bonuses directly to customer service.
  • Monitor the level of customer service your team is putting out.
  • Know when you can ignore what your clients /customers want.
  • Continuously focus on your goals.

Now, that you know what you want you can starting thinking about how to meet those wants and create a positive customer service experience.

If you’re having a hard time deciding on what you want, the tools and resources in our FREE test drive can help you define the wants and needs of your business in relation to customer service.

Click here to get access to the FREE test drive and ensure your client/customer service is part of  your Lead generation.