Why Amazon has bet big on its customer focus Amazon is one of those companies that regularly tops the charts for their outstanding service. You can add these customer-centric initiatives incrementally to your plan and business. If you own a small or medium-sized business, you know there are always customer support fires to put out.
All of these items need to be taken into account. While Nordstrom bolsters their ability to provide great service year after year, JCPenney recently made the misstep of thinking that they could do away with coupons and sale prices.
Absurdly sharp and insightful, Bezos is an oft quoted idol in all areas of business, but some of my favorites thoughts from him are his viewpoints on how to treat customers. Gregory Ciotti Greg is a writer, marketing strategist and alum of Help Scout.
You should know how you will handle new hires and clients that might speak a different language, or how you plan to operate in a different time zone. Bezos asks thousands of Amazon managers, including himself, to attend two days of call-center training each year.
This encourages not only compliance but also above-and-beyond efforts.
This may sound a bit intimidating at this point in your business evolution. Train your employees on customer service policies. By AllBusiness Editors In: Entrepreneurs in the startup phase spend much of their waking moments focusing on their business concepts.
Since complaining customers are unavoidable in totality, Ritz-Carlton deserves kudos for the insight to plan ahead. Your employees will feel more enabled to do their jobs. When you interview candidates, ask them what quality customer service means to them.
Such knowledge makes selling easier and increases the percentage of prospects that become customers. By speaking with someone who is invested in your company and not in a call center thousands of miles away, they will be less likely to run to your competitor at the first hint of trouble.
Nordstrom has managed to make service its strongest selling point, and it certainly seems to have been the smart choice. Every tiny detail is attended to by park employees. Role-playing works well with one staffer acting as the customer and another as the staffer.
Avoid this problem by having a comprehensive customer service plan that has built-in processes to handle growth.
Tip Customer service is important to reducing turnover. Will you be reorganizing your team? Employees who have to deal with unhappy customers are unlikely to enjoy their jobs for long and may leave to seek more hospitable working environments.
Whenever you win or lose a sale, have everybody involved freely discuss what went right and what went wrong, without fear of reprisals or negative performance reviews.
Ritz-Carlton employees are trained to anticipate the unexpressed wishes of their guests. This way, small problems can be solved at a low level, instead of interfering with the important revenue-driving activities of your high-level employees — you have enough to worry about!
When mistakes happen and they willit helps your customers to know that there is a real human being on the other end of the line who understands their issue and wants to help. Develop customer service policies: Remember that your business plan is an evolving document.
However, it is important to focus on those individuals — the customers — who will make or break the business. Why Customer Service Is Important A lot of businesses just like yours are competing for customer dollars and customer loyalty.
A lot of small and medium-sized businesses pay lip service to the idea that they can support their customers better than large faceless corporations.
At its core, quality customer service is about making sure your customers feel they are valued, treated fairly, and appreciated by your business. Ironically, if you can point to a pre-established plan for dealing with crises, employees will feel more liberated to do their jobs.There’s a trend in business today for companies to become more customer-centric.
Companies are focusing not only on their products and services, but also on their customers. Your company’s objectives should highlight the quality of your product and the support of your customers. Customer focus. Why Need Business Plan Should Focus On Customer Service Must Realistic Do You.
By Ellen L. Montero on August 01 Business plans may be internally or externally focused. Customer service isn’t just about being courteous to your customers – it’s a vital element of business operations that can impact your bottom line and affect how your company is viewed in.
Why customer focus matters. Before we get into the nitty gritty, let’s begin with a reminder as to why the investment in great service is worth the effort.
And while there are ample reasons why any person should start a business in the first place, everyone needs to pay homage to the customer so that they can stay in business.
The less short-sighted. Why Your Business Needs a Customer Service Plan We all know that to have a successful business, you need a good business plan. In the same vein, if you want your customer support team to be successful, you need a customer service plan.Download