A lot of companies are competing for sales and customer loyalty, so most businesses are investing time and money in marketing and advertising to bring-in customers. But in today’s competitive marketplace, your customers need more than just a good product or services in order to keep their loyalty. Companies often become complacent about the level of their customer service and as a result, customers continually suggest that they would be willing to pay more and switch to other providers if it meant it has a superior level of customer service experience.
“Customer Is Always Right” may be the most well-known expression of customer loyalty, but it is not the only one, “Get the Customer Service Experience Right!” … And that is what we call a competitive advantage!
3 Tips on ensuring Customer Service Excellence
1) Making Customer Service Training a Priority
A good customer service experience isn’t just about being polite to your customers, it consists of a collective set of guidelines that governs every time front liners interact with customers from how you greet them, introduce a product or handle complaints.
Making customer service training, an ongoing part of any employee’s professional development program, is essential to success in a client facing environment and winning customer loyalty.
But how do you know if your training is effective?
2) Customer Service Audits – Performance Excellence Management
Customer Service Audits uncover what your company and employees are doing well and help identify areas of opportunity to improve the customer service experience. It is about managing the key success drivers of your business and being able to audit, measure and manage it. Performance excellence is not an absolute but is rather a progression towards improving performance.
Customer service audits also determine if your training is effective in definitive terms. However, not every operations manager or HR team are trained to carry out effective customer service audits regardless of their best intentions. A poorly executed audit is worse than not having done an audit.
With Customer Service and Audit experts in our TreeAMS consultant ecosystem, your company now can rely on recieving expert advice and audit tips on improving customer service. And focus on what you do best – your core competencies.
3) Using a Intelligent System for Quantified Results
Often times, audits are created and abandoned for a multitude of reasons. Difficulty in collating results, difficulty in execution or reporting difficulty to state a few. Excel Spreadsheet or Paper and pen has always been the bread and butter of organisations who conducts audits. But now, TreeAMS provides a simple, seamless solution to allow your organisation to make sense of the results instantly – with our TreeAMS audit module.
Integrated with a benchmarking system, your organisation can now be immediately updated if an outlet or department falls below the KPI set by you. Recommendations and immediate action can be now carried out effectively.
TreeAMS is the key to maintaining Performance Management standards within your organization. Like strong roots that support the health of a tree and its branches, Tree AMS Audit & Grow allows businesses to develop strong audit programs that maintain standards of outlets, covering Customers Service and Quality standards.
At its core, quality customer service is about making sure that customers feel they are valued and appreciated by your business and through word of mouth, positive experiences resonate through customer’s networks which can attract new customers while also retaining your existing ones, making them more loyal.
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