With the run up to Christmas with us it’s time to get out there and do some shopping. But how many times will we witness customer service excellence? The sad answer is, in this country not very many. Staff chatting to each other about their nights out while serving you, forgetting that a smile and good manner cost nothing, the list could go on. But why do business owners allow it to go on? The simple answer is that they themselves do not know what constitutes good customer service and probably would not recognise it or appreciate it value.
All businesses should know it is far cheaper to hold onto existing customers than it is to find new ones.
Think about this. In a recent survey of buying trends when asked what made a customers return to a particular supplier or retailer the quality of the customer service outweighed price by a margin of 2 to 1. Put simply the survey showed that
if you provide a high level of customer service your customers will return, even if they could buy your product or service cheaper elsewhere.
Customer service is not only applicable to front-line staff it should be embedded across all levels of the company. Brooks and Kirk have taken many managers through the level 4 qualification who have later reported that it has had a positive effect on the ethos of their companies.
Come on people lets get our act together and start delivering excellent customers service. A good starting point would be getting some training from Brooks and Kirk. This can be either as stand alone Customer Service qualifications or via the Apprenticeship in Customer Service.
Lets make 2014 the year your company stands out from the crowd.