Here are some great strategies to implement in providing your clientele with exceptional service.
1. Know your customers. First you need to start off by committing to know your customers wants and needs and then you need to accurately and effectively provide your customers with those. It doesn't matter what type of business you are in, you need to commit to know your customers. In today's technology driven world a business thrives on how well the business and the technology mesh to meet the needs for your customers. It doesn't matter if you are Microsoft or a Ma and Pa operation you can achieve the technology to offer the tools needed to affectively achieve this goal. We are no longer in an age where you have to have a Microsoft budget to attain these tools to manage the entire customer service experience. With the new technology that is now affordable to the small business owner you will be able to offer the type of customer service that the future will and is beginning to focus on. This is a combination of people, processes and technology to achieve success in today's tech driven market place.
2. Create a roadmap for great customer service. When doing this you need to ask yourself what type of customer service experience do you want? What makes you happy? What frustrates you when dealing with small businesses? Once you have figured out what you want your customers to feel when dealing with your business you can begin to create your map to success. You may need to consider adding some new customer service tools and technology to achieve the ultimate experience for your customers. You may need to evaluate your current methods and technology and determine if you need to implement a call center, online services and advanced securities. You also need to determine if these types of investments are going to be good investments for your company, will they assist your employees in giving your customers the services that you want to provide. Make sure you and your employees have a clear understanding of what your expectations are and if the roadmap that you have create will ultimately offer this to your most important asset, your customers.
3. Having all information centralized and easy to get to. You need to remove any barriers that may be keeping you from increasing your customer knowledge. Make sure your sales, marketing and support people have and use one database instead of 3 separate ones. If you do currently have different databases for each department you need to merge them to complete one customer profile that all have access to. This will increase your knowledge on your customer base whether you business is online, face to face or over the phone once you have that complete customer profile that is up to date and accurate it will assist you in great customer service.
4. Stay on top of technology trends and tools. Keeping yourself educated on the latest technology and tools in your industry will make you better apt to adapt to and implement these types of technology. "If you do not change with the tide the tide will change you." If Sally Agent is up to date on the latest technology and she makes it easy for her clients to attain the information that they are seeking in a shorter amount of time she will be a better asset over any other agent offering the same type of service with technology that may be outdated. There are so many tools out there in our industry that can propel you to the arena that the Top Producers are in. Even if you are a one women/ man show you can still offer the same type of customer service that an agent with 10 assistants can if you learn to work smarter and utilize the technology and tools that are all around.
5. Implement Customer Perks. Now we all love being rewarded for something. Offer this to your customers whether it be in forms of contests, referral programs, repeat customers programs. Whatever it is be creative and have fun, this can be a very fun part of your business. Customers love the chance to win something for not doing anything at all. We have all done it we go to a website and enter our name and email address for a chance to win something this can be a great way to build that client base as well as a lead generator. You also want to have a system in place for repeat customers in terms of a "loyalty program". These can all be great ways to offer your customers service with a smile.
6. Staying on top of customer relations. This is a big one and depending upon what type of business you have you want to always show your customers that you care. Send them a birthday card, thank you card, anniversary, invites to special events; whatever it is you need to be in front of them all of the time. This type of service is easy to implement and can be done very seamlessly through a service like Send Out Cards or the use of your Virtual Assistant. This also creates a form of loyalty they feel that they have to be loyal to you because you have been loyal to them.
Some tools that you may utilize that will help you to stay on top of the changing techno driven world of business that we are all a part of are:
- A good Customer Management Software these come in forms of desktop or online
- A well organized and up to date website
- Time management tools these come in desk top and online
- Virtual Phone Systems these are great for making that one women/man show seem larger then they are while still offering the same personal touch as before, these are a good option for growing business as well as they can grow with you.
- Virtual Assistants, of course these highly trained, professional assistants can be a great tool to utilize. Virtual Assistants are professionals who themselves stay on top of the technology in business and they utilize and implement it every day when conducting business.
- A good lead generating system
- A way to track your leads in an effective and efficient manner
These are just a small percentage of the tools that are out there to assist you in achieving great customer service. When implementing the appropriate tools you can and will offer that satisfying experience that each customer is looking for, which in turn will create more business for you in terms of repeat and or referrals. Remember the best form of advertisement is word of mouth.
Skye Hawk
At Your Service!
Virtual Assistant Specialists
Fountain Hills, AZ
E-mail: Skyeh@atyourservice-va.com
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