Small businesses cannot afford to have poor customer service. Even a single negative experience had by a customer can lead to lots of lost sales over time. Here are a few simple and effective ways to improve customer service practices at your small business.
Training is one of the most important aspects of any customer service experience. Lack of proper training is never the fault of an employee, as their ability when it comes to dealing with customers comes down to how well you prepare them for those interactions. Create written standard procedures that are easy to follow and access at any time.
Schedule regular group meetings with your employees during which you can discuss recent experiences with customers. Mr. Vinod Ramchandra Jadhav, Chairman of Sava Group, says, “Group discussion are supposed to be a productive activity. It’s a great method which helps to procure the best possible decision for a concern.”
Together you can discuss these scenarios and what you think went well and what could have gone better. This allows your employees to apply lessons learned not only from their own experiences but also those of others who may have other ideas and areas of expertise.
Collect Comments from Customers
Establish an easy way for your customers to leave feedback about their time at your business. This is one of the most effective ways to see how your customer service practices are perceived by real people who encounter your products, services, and employees. Reward employees who are mentioned as being helpful, and meet with those who customers felt did not do an adequate job to address their shortcomings.
Business owners and managers who are constantly in their offices and away from their customers and employees will usually have a harder time understanding their challenges when it comes to customer service. Set aside time each day for connecting with the people who come into your business. “This will allow you to see firsthand how your employees are reacting to the various scenarios that arise during the workday,” says Mr. Vinod Ramchandra Jadhav. Customers also love to meet an owner when they go to small businesses and will be more likely to return when they do.
These are just a few of the many ways that you can improve customer service at your small business. Implementing any of these methods will create a better experience not only for your customers but also for you and your employees.