The level of customer service provided by any organisation is probably one of the most important factors in determining its ultimate success. When your customers say that they are happy with the service that you provide them, you feel great. However, do you actually know what it is in particular that has made them feel that way?
Getting feedback from your clients or customers about what they think defines good customer service can be a very useful tool in establishing how your business can be even further improved. It will act to not only highlight what you are doing right, but also show the areas that may need attention.
There are so many occasions when businesses provide good, great or fantastic service but have never actually defined what makes it that way. Look at your business and ask yourself and your customers
“What are the little things we do that distinguish the service we give? What makes doing business with us memorable?”
Once you’ve established what makes you stand out from the competition, you can work on further enhancing those things but also improve on other areas that you feel are lacking. After, all great customer service equals great results!
One of the best questions you can ask customers and clients are “If we were the best at what we do in this area, what would we be doing differently” And, when they tell you… do it!
How do you ask them? Simple, ask them when you do business with them or phone them and ask for their help and, when they agree, ask them the question. Or put together a Client Advisory Board (for details e-mail Michele at firstname.lastname@example.org)! These methods are much to be preferred over emailing them or asking them to complete a survey because they have the value of the personal touch.