Tips for improving customer service

• Assess the state of your company’s current customer service.
• Choose one or two aspects of customer service to improve at a time.
• Train staff to recognise the ways that all employees impact the customer service of the entire organisation.  Help each person see how their behaviour affects others.
• Promote a culture where each employee “takes ownership” of the customer that is in front of them right now. The client’s issue is YOUR issue. Not someone else’s.
• Consider what processes your company has that can be tweaked to improve customer service (such as delivery, installation, or billing processes).
• Promote a culture of getting things done right rather than getting things done fast.
• Minimise voice-automated systems wherever possible.  They tend to put the customer in a bad mood before they ever get to the representatives.
• Allow and respect more customer service training for all team members. Then re-train. Then follow. Then reminders. This is how you business grows.
• Introduce new technologies, such as internet chat or Twitter to boost the options available to customers seeking service.
• Create some achievable goals so that customer service staff can measure their own progress. Make them part of your KPI’s and add some fun.  Why do so many people love theme parks? They have a FUN culture. You don’t have to compromise quality or respect to have some fun. Your customer will love it.
• Attach a reward mechanism to those customer service goals to acknowledge a high standards mentality. 
• Educate the team on the importance and value of a lifetime customer.  This is ‘EXTREMELY IMPORTANT’.
• NOW GET TO IT. GET YOUR PEOPLE SOME TRAINING. A VERY SUCCESSFUL BUSINESS PERSON, COLLEAGUE AND FRIEND ONCE SAID TO ME “IF YOU TAKE CARE OF YOUR PEOPLE, THEY’LL TAKE CARE OF YOUR BUSINESS”.

All the best !

 I TRULY HOPE YOU TOOK SOME M.A.D. ACTION LAST ISSUE BECAUSE: 

 Here’s my MAD challenge to you this issue.

I would like you to prepare a ‘WISH BOARD’ for yourself. This is a $3 piece of cardboard you can easily buy from any newsagent. Maybe a piece of A3 copy paper. When you have the sheet, give yourself 30 minutes to think about nothing but YOU.

STEP 1. Please think, if money was not an issue what car would you choose to drive? What colour? What type? Narrow it down so you can almost see the car, shining in the driveway. Now search the internet for the car, the exact colour, model, design and save the image into a ‘wish list’ file.

STEP 2. Next close your eyes and visualise the type of house you would own. How many bedrooms, what suburb, what colour, what type of roof, does it have a pool. Again search the net for a very similar house and save the image into your ‘wish list’ file.

STEP 3. Do the same thing for any other item you would consider to be a sign of your success. Eg a holiday house – a yacht – a jet ski – a hot air balloon – a building – a business. Whatever takes your fancy? There are some conditions here.

Do not compromise on the quality or the colour or any features at all. Picture whatever you wish. Do this alone, as you must have no-one else’s judgement in your decision making.  Do not have the cost of the item in the picture you save to the file.

STEP 4. Once you have 5 things you most desire in the future you must print the images and paste them onto the sheet of paper you started with. More conditions. The 5 pictures must take up the whole paper size. They cannot be tiny pictures. If that’s all there is on the net, then search again for a bigger one.

The wonderful book, ‘Think and grow rich’ tells us whatever a man can see,

believe and perceive, he can achieve!