Customer Service Checklist
What will set your business apart from your competitors??
1) Answer your phone.
2) Don’t make promises unless you WILL keep them.
3) Listen to your customers.
4) Deal with complaints.
5) Be helpful – even if there’s no immediate profit in it.
6) Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable.
7) Take the extra step.
8) Throw in something extra.
#1 – Build the Holistic View.
Before you provide unforgettable experiences for your customer, you need to have a clear idea of who they are. This means every time a customer interacts with your brand, these interactions are tracked and recorded.
#2 – Actually Listen.
Once you have a holistic view of your customer, you can truly begin to listen to what they're asking for. Often, there is an incredible disconnect between what brands want to sell their customers and what their customers are seeking. Social media has given companies an incredible insight into the habits, likes, and dislikes of their customers. Your fans are telling you what they want. Listen.
#3 – Follow Through.
Just listening isn't enough, you need to act on it. Follow through on the insights, try new things out, show your customers that you do care.
#4 – Build a Relationship.
Regardless of the medium—social media, in store, over the phone--it is essential to communicate with honesty and transparency. Don't be afraid to let your company values shine through and empower your employees to be advocates. With every customer interaction add value rather than promote your products. Treat them with respect.
#5 – Adapt and Change.
Your consumers are savvy and informed. They build local communities and influence the perception of your brand and, with that, the purchase intent. So adapt with your customers. Build relationships with them, listen to them, bring them into your brand, and give them what they're asking for.
