Social media is a great customer service tool that is rarely used to its full potential. While companies may monitor sites such as Facebook and Twitter to know what customers are saying about them, they don’t often take full advantage of those sites to deliver value-added content.
To be truly effective, customer service must permeate the culture of a company. It is everyone’s job. Hire the right people for the job—selling and serving the customer—and train and motivate them to engage with each customer to provide an amazing customer service experience.
For any business to deliver good customer service, its employees must have both the attitude and the skills. The best companies know this, and through hiring and training make sure their employees have both.
Learning experiences are everywhere, and in customer service, you can learn from the bad experiences as well as the good. I had a bad experience the other night, while having dinner at a favorite restaurant.
Can you state your brand promise in 140 characters or fewer? And, more importantly, do you deliver on it? Would your customers be able to answer with your company’s name by simply reading the short, concise description?
What would happen if you were just a little higher priced than your competitor? How would your customers react? Would your loyal customers continue to do business with you, in spite of your higher price?
Small Biz Club is the premier destination for small business owners and entrepreneurs. To succeed in business, you have to constantly learn about new things, evaluate what you’re doing, and look for ways to improve—that’s what we’re here to help you do.