Customer Service Best Practices, 3 Cultural Tips
Name just about any business or organization and you’ll be naming an entity that needs exceptional customer service. Have you thought about your customer service best practices?
So much of our economy today is based on businesses who sell commodity products or services. Something that people can get easily, and get just about anywhere. In a commodity marketplace things like price, convenience, and customer service will have a lot to do with revenues.
I often suggest to clients that their product might not be exactly what they think it is. Their true product might actually be their level of customer service.
Tips Connected With Culture
Best practices might vary a little depending on the type of business or organization but here are three of my favorites:
- Set standards. When you consider that customer service is a culture not a department it is important for all employees to understand a set of standards. Consider the usual things like return policies, follow-up times, and the ease of interaction with your organization. You’ll also need to define what makes you special.
- Inside out. Your customer service culture starts on the inside. The culture of your organization will have a lot to do with the culture of your customer service. Value employees, constantly reinforce their worth, and connect them to the customer experience. Employees who connect with and understand their purpose will transfer those vibes to the external customer.
- Listen, listen, and listen. One of the best and most important competencies for delivering exceptional customer service is being a good communicator. Many times people want to be the talker, especially those who are very assertive and who lead with a sales mindset. Instead ask more questions. Start to understand your customer. The customer wants to be heard, listen.
Customer Service Best Practices
What are your customer service best practices?
When you focus on creating a culture of customer service your customers will notice.
So many businesses fail to follow-up and engage with their customers after the sale. Others might appear hurried and lack patience.
Be different. Build trust. Bring value.
Deliver your best practices.
Make it your culture.
– DEG
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.
