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Make An Action Plan To Improve Customer Service


Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.


Customer service is all about the customer's perception. You have to do more than just get the job done. You must deliver on all the things (big and small) that affect the relationship with your client. Consider opportunities for improvement in the following areas.


1. Setting/Reviewing Expectations. Do you work with your client to set clear, appropriate, realistic expectations that you can always meet or exceed? Are you clear about the responsibilities (both yours' and the client's), timelines, and expectations of results? Are you then willing to go back and review these expectations with the client at key points along the way?


2. Communication. Do you have mechanisms in place to ensure you're communicating with clients at every stage of the engagement, from the sales process through to completion of the project? Being clear about where you're at, what's been completed, what's coming up next, who's responsible, what results you can expect, etc.? Has the client ever had to ask you for these things?


3. Organization. Are you organized? Punctual? Reliable? When you show up to work with your clients, have you done the work and are you prepared to make them feel comfortable and taken care of? Even though you've done it hundreds, maybe thousands of times before, do you take the time to organize and prepare to make it the best client experience possible?


4. Committing to the Little Things. Don't ever dismiss the power of all the little things. Together they can make all the difference and really separate you from the competition. Returning calls and emails in a timely manner. Providing useful information to folks on a regular basis. Showing appreciation for your clients through things like thank you notes, exclusive client-only briefings, and open house, etc.


Clearly these are not the only relevant areas for creating great customer service. I'm sure you can think of more. But, pick just one of these areas and create an action plan to improve it in your business today. Make a commitment to continuously improve the level of service you're providing and see how it pays off. When you've done it, pick another area and work on it.

(c) - Kevin Dervin, KPD Marketing

About the Author:

Kevin Dervin is focused on helping small businesses that are ready to grow, but struggle with how to consistently attract more clients. Visit http://www.proven-small-business-marketing-solutions.com for more great marketing information you can put to use in growing your business today.

Find Kevin's Kansas City based KPD Marketing practice at http://www.ABCDgrowth.com and subscribe to his free ezine called ABCD Grow.


MORE RESOURCES:

Customer Service Saboteurs to Avoid
Fox Business
By David Mielach, BusinessNewsDaily staff writer If you have ever had a meal ruined by a loud child or waited on a long line while a customer quibbles over the price of a pound of produce, then you have been a victim of customer service sabotage.

and more »


CBS Local

Port Authority to debut customer service avatar at Newark, La Guardia and JFK ...
Washington Post
NEWARK, NJ — She smiles, answers questions and can guide you to the nearest restroom or to your connecting flight. But don't try to shake her hand. That's because “she” is an avatar, the latest high-tech venture at the three major airports in the New ...
Port Authority to debut customer service avatar at Newark Liberty Airport ...The Republic
Avatars to Assist at Area AirportsWNYC
Port Authority to debut avatar at Newark AirportNorthJersey.com
New York Post
all 86 news articles »


Letters: Google's 'customer service'
Los Angeles Times
I agree with David Lazarus that it is frustrating to be unable to contact a "live" person for customer service. Some companies offer free live help for a limited time after you buy a product. Before I buy a product that may require help to use, ...



From Your Television to Customer Service: Please Call Me Back
MarketWatch (press release)
VHT's Conversation Bridge technology is the solution to one of today's most common and frustrating customer service problems: becoming stranded in closed-loop, self-service systems with no bridge to someone who can help. The Conversation Bridge blends ...

and more »


Barbily Games Implements Improved Customer Service System
MPOGD.com
Suzhou, China - May 22, 2012 - Finding the best and most efficient way of assisting users can be a challenge for many game companies since customer service is one of the top priorities on every game company's list. As the saying goes "without users, ...

and more »


RedHorse Systems Sponsors “Customer Service Ticketing” Educational Webinar
Virtual-Strategy Magazine
Customer Service Ticketing,” presented by Eric Turnipseed of The Automation Station, is an online learning event intended to show how small business owners and operators can turn customer service into a strength, increasing revenue and profit.

and more »


Store's customer service leaves lots to be desired
Morton Grove Champion
So I called T-Mobile's customer service. The representative on the phone was quite helpful and asked to speak with “John.” He agreed, but had an aggressive attitude and still insisted he was handling this via email. The phone rep didn't believe him, ...

and more »


Magazine Article Reveals Casino's Secret to Success: A Unique Approach to ...
San Francisco Chronicle (press release)
Indian Gaming Magazine article shows how Coushatta Casino Resort utilizes Robinson & Associates' "Train the Trainer" program to implement special initiative to improve customer service and create a service culture. Employees achieve personal success ...

and more »


Nassau Guardian

BTC improving customer service by constructing contact center
Nassau Guardian
Customer service representatives assisting individuals during the 4G launch event on Saturday in Abaco. FARRENO M. FERGUSON Improving customer service is a top priority for the Bahamas Telecommunications Company (BTC), which has invested hundreds of ...

and more »


Quality Customer Service Runs in the Family at Ted's Luncheonette
Patch.com
For more than 30 years customers have come to this Clearwater-Largo Road establishment for its friendly service, quality food and reasonable prices. By Melissa Lattman For as long as Jimmy Stoupas, 42, can remember his family has been in the restaurant ...


Google News

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