Delighting Your Customers by Avril Owton

By Avril Owton

Your dating together with your clients is perhaps some of the most vital you will ever have. No enterprise can live on with no them, and achieving buyers is a huge problem for small businesses. This ebook provide you with suggestion on key matters akin to: knowing your consumers, making a customer support method, hiring the correct humans, constructing and imposing grievance approaches, and including a private touch.

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Bureaucracy — inspectors galore! Having a discontented customer who may put off other potential visitors. Food scares, fire, accidents at work. Bank rate and inflation. 24 09:57:24:07:07 Page 24 Black green Page 25 Black green CREATING A CUSTOMER SERVICE STRATEGY Creating a real experience for your customers While obviously the nitty-gritty of what your customers will want will depend very much on the industry in which you operate and the good and services you offer, there are some key rules that can apply to any business: Give a high-quality service and value for money.

If you feel that is the case in your business, act now to sort it out. Show the type of leadership that can turn things round. Remember, as a small company, you have an advantage in that your team works closely together and you should be able to communicate with each other clearly and regularly. Front-liners The staff members who meet the customers first — waiters/ waitresses, shop assistants, receptionists, delivery men/ women, for example — are key to those important first impressions. These ‘front-liners’ are essential to the success of the business and have a huge responsibility for the reputation of the company.

There was no offer of a porter to help me 28 09:57:24:07:07 Page 28 Black green Page 29 Black green CREATING A CUSTOMER SERVICE STRATEGY with my luggage and I had to go up and down in the lift twice as I couldn’t carry all my bags at once. The receptionist just sat and watched me struggle. She certainly hadn’t been made aware that a caring service and attitude give you a competitive edge and increase your bottom line. Answering the phone The way the phone is answered at your company can win or lose you a customer.

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