A Publication of WTVP

Everybody says they have it—the best customer service in town! But the truth is, very few do. Think about it…when was the last time you were anywhere where you truly felt your business was wanted? It does not matter if it is the grocery store, your favorite retail outlet or the bank—it is getting more and more difficult to feel like your business is appreciated.

Customer service sometimes gets pushed to the background—yet it is something that needs to be kept at the forefront of everything we do. Good customer service is much more than just saying hello to a customer—it should build a relationship. It takes consistent training, coaching and reinforcing to remind your employees of the importance of customer service. So gather around, and let’s start with the basics!

It all starts with a positive attitude, the key to great customer service. Your employees should love their jobs and believe in what they do. If they have great attitudes, they will warmly welcome everyone who enters your doors. A friendly smile and a sincere “how may I help you today?” will set the tone for a great experience. Attitude is communicated both verbally and nonverbally. Be attentive, sit or stand up straight and look customers in the eye. This will show that you are ready, willing and able to help.

Discuss with your employees the importance of really listening to your customers so their needs and wants can be met. We are often so busy trying to figure out what to say next that we miss crucial clues. If customers have to repeat themselves because employees are not paying attention, they can become irritated and feel less important. Employees who take the time to listen to their customers will be able to match them with a perfect product or service.

Always go the extra mile for your customer to give them the best possible experience. Call them to see if they are happy with the product or service. Send a letter telling them of other products they might enjoy. Shower them with attention. Make them feel like they are your only customers. If there is a problem, take ownership of it! See the problem through and follow up if necessary. Treat your customers like gold—never take them for granted!

Spend a few minutes at the beginning of each day to remind your employees of these simple points. Competition’s tough and we need to stand out. Always remember that customers have many choices of where they can conduct their business. Make sure they know without a doubt how much you appreciate that they chose you! IBI