Providing Excellent Customer Service
|Providing Excellent Customer Service|
by Jennifer Sievers, Client Services Director, Acclivity Healthcare
Excellent customer service is an essential part of a healthy business. It keeps customers loyal, develops new customers and creates referrals for future customers. The first impression is extremely important, because it speaks volumes about your professionalism, experience and concern for your customer. There is nothing more frustrating to a customer than encountering a frontline company representative that is unwilling to assist them. The initial greeting your customer receives is a critical key to gaining your customer’s confidence. Whether it’s in person, on the phone, or via email, your customers will be assessing you and your company’s services from the first “hello”.
Of course, customer service goes beyond the initial contact with the frontend employees. A customer’s impression of the company comes from every employee they interact with. Effective customer service training will help your employees gain the ability to use good judgment and critical thinking skills to make a lasting impression and meet your customer’s needs. A knowledgeable, friendly, and team-oriented staff is more likely to leave a good lasting impression. This can be accomplished with ongoing training that not only implements new procedures and techniques but also answers questions that may be causing confusion or disconnect between employees.
In some cases employees may encounter frustrated or angry customers with issues that need to be resolved. When dealing with an aggravated customer one of the most important things an employee can do is listen. Think about how you have been treated when you are the customer. You are more likely to feel like you are being taken care of if the employee takes time to listen to your entire issue. With good customer service, not only will you gain trust with your current customers, but they will also become a wonderful referral system as they spread the word about your business to other prospective customers.
A company’s most vital asset is its customers. Without them, the business would not exist. When your customers are satisfied, they not only help the business grow, but also recommend your organization to others. Whether it is a positive or negative encounter, a customer’s experience can change the entire perception they have of the organization. With ongoing customer service training, your employees are more likely to comprehend and maintain the knowledge and skills they need to leave your customers with a positive overall experience.