In conditions of tough competition and an excess of product offerings, it is the quality of service that comes to the fore. Perfect service directly affects customer loyalty to your company. When properly organized, good service can be your competitive advantage.
It is necessary
- - Corporate website;
- - service standard;
- - client database.
Instructions
Step 1
Develop and write down a customer service standard as a separate document. Many things that are elementary and obvious to you may not be so for the service personnel working for you. The standard should describe everything from appearance and typical greeting phrases to reactions to key questions and conversation distances.
Step 2
Arrange staff training. It is better to entrust such events to professional coaches. Choose trainings on sales techniques, conducting a dialogue with the buyer. From time to time you can carry out work with the staff and yourself. Simulate situations of communication with clients, give advice. This is especially true for beginners.
Step 3
Build customer feedback and try to observe them. Get your opinion on the service. Take an interest in needs and wishes. Create a guestbook or forum on your corporate website.
Step 4
Create the most detailed customer database. It will help you not only analyze your target audience, but also improve the quality of service. Use personal information about customers for this, if you have access to it. For example, the database will help you congratulate them on the holiday using targeted mailing.
Step 5
Create the most pleasant atmosphere in your establishment. Remember that not only a product or service is important for a client, but also a good mood. Friendly staff, comfortable furniture, pleasant music, drinks - all this will leave a positive impression on the visitor.
