CUSTOMER SERVICES

If  you don’t take care of your customers someone else will.

        It takes weeks to find a good customer – seconds to lose one.

        Today businesses concentrate more on training employees to improve their performance,  rather than to train them to improve customer services. 

        It’s your customers who will determine your success or failure. Make a special effort to give a good service to them.

A handful of tips to help hold and gain more customers

* Focus on your client needs and wants

        The cheapest form of advertising is word of mouth. Customers who have had good experiences with your organisation, or with your products, will recommend it to friends and colleagues.

        They are inclined to tell more people about bad experiences than about good ones. Take care!

* Build good relationships

        Greet clients and customers in a friendly manner –  by name. 

        Before you start to discuss your services spend time establishing a rapport. Have a chat about topical events and their concerns. Don’t be in a hurry.        

        Show an interest in their private activities. “How is the family doing?”  “How did you do at the races last week?”

         By making this time to chat with customers you can learn ways to improve your services.        

*  Satisfy customers

        Be fully aware of the characteristics and the qualities of your products and services. Then you can advise people with confidence and honesty how you can help them.  

        It’s the users of your products and services who will determine how successful you will be.  

* Build customer loyalty

        Be generous with special offers and services for loyal customers. Make them feel special – they are special for your business success.

* Listen carefully to complaints

        Be available when the customer needs you. They will tell you what needs to be improved or changed. 

        Follow up complaints fast and say what actions you will be taking.

        Tell them you value their opinion and say you are grateful for their recommendations.

* Train staff well

        Make sure all employees are well trained in good customer relations, public relations and in the qualities of all your products and services.

-Geoffrey Moss (mossassociates.co.nz)

“Success comes from fulfilling people’s needs.”   

Source: “Secrets for New Managers” first published by Moss Associates Ltd., New Zealand (www//mossassociates.co.nz) and Cengage Learning Asia, Singapore. Also available as an  e-book from Amazon.com and from the VitalSource Bookshelf.