What service or product will my ideal customer purchase? How quickly will my ideal customer require the product or service? What technical support will my ideal customer require?[4] X Research source What is my customer seeking to accomplish from this transaction?[5] X Research source How can I help my customer accomplish this task?
For example, if your ideal customer will require a service within 10 hours, try to make sure that you provide it to them within 8 hours.
Having parking spaces designated for your customers only. Making sure your offices are accessible to customers with disabilities and injuries. Hanging up effective signage to direct your customers where they need to go. Placing directories, informational brochures, or store maps at key locations such as entrances and stairwells. Stationing a staff member near entryways to direct customers as needed.
Introduce yourself by name. Ask your customer’s name. Spend a few minutes listening to their specific needs. Assist them with what they have requested: do not simply launch into a generic, memorize spiel.
Calling the office to make sure the phone system is easy to navigate. Sending a test email to see how long it takes to get a response. Walking through your store to check that items are clearly labeled, logically arranged, and fully stocked so that customers find the products they seek. Using your company’s live chat feature to see how quickly a complaint can be resolved.
Many customers get frustrated by poorly functioning self-service stations, however. [7] X Research source Make sure that you have clear instructions on how to use self-service options, and you should consider stationing an employee nearby to troubleshoot if possible.
Keep in mind that people associate price with quality, so if your target customer is up-scale and looking for convenience, price is less of a factor and you may be able to charge a little more. Be careful that you are not under-pricing your goods and services so that you lose money. Don’t bankrupt your company for the sake of customer satisfaction. [9] X Research source
If one of your metrics is items per ticket, track the basket size of your customers on a weekly basis. You can find out the average number of items per ticket, then figure out ways to grow that number. Maybe you need to educate your employees on all of your products so they can encourage customers to add a few more products to their baskets. Or perhaps the shelves are not restocked often enough, so people can’t buy all of the items they need. Increasing ticket size may require you to hire more people to keep the shelves stocked or prioritize restocking right before the busiest times of the day.
For example, do not promise a customer a refund unless you are absolutely sure that a refund can be granted to him. And do not promise a customer that you can get her a 30% discount when she only qualifies for a 15% discount.
For example, your customer service representative might give an angry customer three extra coupons even if company policy is to provide just one coupon. Rather than getting angry at your employee, trust that her judgment provided the smoothest resolution to the problem. At the same time, it is important to educate your employees so they know just how much leeway they have to satisfy a complaint, and when they should turn a complaint over to a supervisor. Providing your employees with written rules and policies can help make this clear.
By establishing your metrics early on, you can use tangible results to reward your employees. If you have comment cards or a customer satisfaction survey, you can reward the person who scores the highest. Or if you can track how quickly customer service problems are resolved, you can reward the employee with the fastest and most accurate problem resolution time.
Making sure that all phones are answered within 3 rings if possible. Answering the phone in a friendly manner. Speaking slowly, clearly, and at an appropriate volume. Greeting your customer with your name and with the name/division of your company. Asking your customer how you can help them. Providing immediate assistance, whether that involves transferring the call to another person, beginning the process of refunding money, or answering a question about how to use a product. Being clear about what steps are being taken to meet the customer’s needs. Being honest about what you can do for them. If you cannot answer their question immediately, ask if you can call them back once you have your answer.
Instead of saying, “I don’t know the answer to that question,” tell your customer: “Let me find someone who can help you with this matter. Might I have them call you back in a few minutes?” Instead of saying, “This is not my job,” tell your customer: “May I transfer you to another department? They can help you there. " Instead of saying, “The company would never agree to that,” tell your customer: “I’ll do everything I can to make sure you are happy. I’m going to talk to my supervisor about what our options might be. "
What forms of identification do I need to bring in in order to purchase this product? What is the difference between the regular service plan and the premium service plan? Are there wholesale options for this product? How do I operate this software package on a PC?
If you have the bandwidth and personnel, you can also monitor a service support forum online. [23] X Research source This will allow customers to help each other troubleshoot and will also give you important feedback on how you can improve.
“I can see why is is so frustrating for you. " “I am sorry that you were put into such a frustrating situation. " “I understand that you are angry. I will try to make this right. "
“I am so sorry that you received a stained shirt in the mail. Would you like us to send you a new shirt, or would you like your money back?” “I apologize that our contractor did not arrive at your home at the appointed time. We are happy to provide you with a 20% discount for the services you ordered. Or, if you would prefer, we can give you the premium package for no added cost. "
Providing customers with a reward for filling out the survey will help encourage participation. For example, you might enter them in a raffle or provide them with a coupon for agreeing to fill out the form.
“Do you plan to use our services again in the next year? Why or why not?” “Did you feel supported by our employees? Why or why not?” “How easy is it to navigate our website? Please rank our website’s user-friendliness on a scale of 1 to 10, with 1 being the least user-friendly and 10 being the most. "
