The ten commandments of customer service

Customer service is an integral part of your job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, you would not and could not exist in business.

Saluting the squawkers

It’s said that nobody likes a complainer. I beg to differ. Complaints are often the key to improving sales, retention and customer loyalty.

Effectively serving internal staff = excellent customer service

Internal customer service refers to service directed to others within your organisation. It refers to your level of responsiveness, quality, communication, teamwork and morale.

Poor internal customer service effects your clients

While companies focus thousands of Rands on external customer service in hopes of wooing and retaining customers, little attention is being paid to the effect poor internal customer service has on customer satisfaction.

Getting loyal customers takes commitment

As you think about your experiences with customer service, what is it that makes the experience so special? And do people feel your level of service is the best it can be?

Your worst employee determines your service level

Every single contact your organisation has with its customers either cultivates or corrodes your relationship. That includes every letter you send, every advert you run, and every phone call you make.

Six secrets to win back customers

Look at any customer service situation as a challenge and an opportunity to learn and grow, and take care of the customer’s needs.

The 5 elements of retail customer service

True customer service in a retail store is a combination of five basic elements:
(1) organisational culture,
(2) employee temperament,
(3) leadership example,
(4) communicated expectations, and
(5) management leadership training.