Your customer service policy can attract loyal customers who remain for a lifetime. Here is a policy tried and tested for more than 25 years. The truth is customers want three things. Employ Nice People The head of Nordstrums once said you can train nice people to be good sales assistants but you cant train good sales assistants to be nice. Nice people are born not trained to be so. Getting customers who are loyal for life begins with hiring nice staff. You should try hiring baby boomers. They have great customer service skills. Go The Extra Mile With all customers work extra hard to win them as a "Lifetimer" by giving them extra service wherever possible. Stay commited to overdelivering both product and service. The smallest things make the biggest impact. Stay Connected to Them and Keep Them Happy The best time to put your customer service policy to work is when customers complain. See the complaint process as way to prove two things. Firstly, you'll do what it takes to change their complaint to a compliment. Second, you want to prove to them that they're special and highly valued customers. Through this process make sure to stay connected. By phone and especially in person. You now have a workable customer service policy. You will get customers who return loyally for a lifetime by centering your policy on giving them what they want, Nice People on your sales team, The Extra Mile of service, and for you to Keep Them Happy. Copyright 2005 Kenneth Little |
