In providing your customers with excellent service – you need to start with customer satisfaction.
What do your customers want from you? What will satisfy your customer’s needs?
A short-list would include, amongst other things:
Supply of a product or a service that meets their needs.
A positive buying experience for your customer.
A meaningful relationship with you and/or your business.
To be treated with integrity and respect.
Excellent service standards – consistently provided.
Care factor in your work and/or product/service delivery to your customer.
To be Provided with good value.
Provided with knowledge.
Efficiency and effectiveness in delivery of service or product.
Putting yourself in your customer’s shoes – show you understand your customer’s needs.
Delivering excellent outcomes.
Depending on your industry, a more extensive and detailed list should be put together.
Remember, it is never too late to make changes. Evaluate how your business is performing against your detailed list and see what improvements you can implement. What changes do you need to make?
Again depending on your industry and the size of your business, you may also want to measure and benchmark your customer service and customer satisfaction levels.
In assessing how your customer service excellence is going to contribute to your overall growth strategy, think about what you want to achieve from this process.
Provide great service. Make the customer feel special/happy.
Provide the customer with what they want – satisfy a need.
Give people things/value that they did not expect from you.
Identify and exceed the needs of the customer.
Get repeat business from your customers.
Have your customers refer you new business.
Depending on your business, you may also want to implement systems, such as:
Standardise and document your service/product delivery process.
Create procedures and manuals and train staff.
Set service standards and customer care philosophy.
Implement processes for quality control.
Only hire good and competent people, with the right attitudes, work ethics and a love for what they do.
As always should you need assistance with any aspect of your business, contact KAA Australia on: (02) 9299 2555. We will be more than happy to help you with anything that you may require.
To your prosperity,
Kostas Augerinos
Managing Director/Founder
KAA Australia
