Providing Customer Service

Have you ever experienced dealing with an apathetic salesperson, one who doesn’t seem to see or hear you no matter how much you call for their attention? How about a clingy one who can’t seem to leave and let you have your time to choose from the selection? Everyday, we come across different types of customer service, even when we ride PUVs. Some irritate us, while some impress us. Obviously, customer service is a big deal in any kind of business, and providing a good one for your customers will require you to observe several factors. Here are some:

First impression. From the moment your client steps into your store, the clock starts for customer service. How fast will your employees react and greet the customer? How organized is your store? How willing are your employees to guide an undecided customer through the aisles? First impressions last, and a customer who gets bad customer service may never visit you again, or worse, discourage everyone he knows from ever dealing with your company. A good first impression can create repeat customers and can generate new customers through referrals.

Responsive. Some people claim that in restaurants, you can measure the crew’s quality of service by ordering a bottomless iced tea (or whatever bottomless drinks available for that matter) and seeing how long it will take for the waiter to refill your drink without you needing to call for his attention. Restaurants whose employees will be able to do so in a short span of time means that they are trained to provide an excellent experience for the customers. This goes for any other business. Being responsive to your customers’ needs is one of the parameters of quality customer service.

Feedback. Maybe some of you think that your policies are already perfect—being carefully plotted for several meetings and tested for how many months. However, no one can completely predict whether or not these policies will still be effective after a few months. A lot of changes happen in our society overtime, just like micro-segmentation, changes toward healthier lifestyles, and the need for fast-paced services. For you to cope up with your customers’ wants, make them part of your company. Give them the chance to voice out their opinions, their experience in your physical store, so that you can learn how to improve your customer service.

Follow through. Customer service does not have to end after a purchase. In fact, some companies believe that it is only half of the process. For clients who purchased a large amount or a big sum for equipment, or for customers who buy in bulk, why not try contacting them afterwards to see how they are with their items? Follow through, and make them see that your care towards clients does not stop after you have received their payment. Thank them, even through e-mail, and ask them what you can improve both in your store and in your products. Some of them will have great inputs.

BusinessCoach, Inc., a leading business seminar provider, conducts a seminar entitled “Customer service.” Contact (02) 727-5628, (02) 727-8860, (0915) 205- 0133 or visit www.businesscoachphil.com for details.

Click here to view details of the seminar: Customer Service Training »

*Originally published by the Manila Bulletin. C-6, Sunday, September 21, 2014. Written by Ruben Anlacan, Jr. (President, BusinessCoach, Inc.) All rights reserved. May not be reproduced or copied without express written permission of the copyright holders.