There are many reasons to beef up your customer service strategy. If building value through selling your customer service capabilities is a tactic you’re considering, get in line. To say it’s a popular phenomenon is an understatement, but that doesn’t make it ill-conceived.
Making that claim to businesses under the right circumstances is a good way to earn business. What are the right circumstances? Actually having a customer relations team that excels in their field and making this function a priority is the best place to start.
As a business owner, value is always at the forefront of your decisions. Not only the value of your company, but that of your employees, vendors and service providers as well. Considering a commercial business’ value is a train of thought built around the big picture. It’s not just how well you may do one thing or another, it’s about everything you have to offer as business.
Reputation is probably the first thing that comes to mind. The public’s perception of a company plays a large role in determining the value. Without a solid track record of integrity, it doesn’t matter what you can promise.
Customer service is big here. What kind of smut may be entertained about your organization if you don’t have a crack customer service team to diffuse an explosive situation that may arise? We all have them. How well you’re able to react on the hot seat is the deciding factor.
Man the Cause
If you’re building a customer service department, start with the supervisor. His or her role will be vital, as it will have a direct impact on turnover. Having some agility is also key. The most important moments in the life of a customer relations specialist is born without warning. Thinking on your feet is an absolute necessity.
If you can, avoid having someone with a full plate double as a customer service representative. You don’t want to pull someone away from other time sensitive duties. It’s a good idea to predetermine potential disasters and your clients with different priority ratings.
Trace Your Steps
For your most precious relationships, log every action of the customer. This will help a rep from your company quickly determine where and when the action took place, and in turn may help get an issue resolved more expeditiously. The last thing you want is an employee having to jump through several hoops to wrap his or her head around the situation.
In this day and age it’s wise to monitor your online reputation. You’ll get valid feedback from existing and prospective clients, along with the potential to put out a fire or two. Don’t let a small percentage of negative experiences negate all of the good work you’ve done for your clients.
If you would like to learn more about everything Production Paint has to offer, give us a call at 937-448-2627 and speak to one of our experts!