1. Remember there is no way that the quality of customer service can exceed the quality of the people who provide it. Companies don't help customers... people do.
2. Realize that your people will treat your customer the way they are treated. Consistent rude customer service is a reflection not as much on the employee as on management.
3. Do you know who your customers are? All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers.
4. Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset.
5. For good customer service, go the extra mile. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you.
6. Are your customers greeted when they walk in the door? Is it possible they could come in, look around, and go out without ever having their presence acknowledged?
7. Give customers the benefit of the doubt. You will never win an argument with a customer, and you should never, ever put a customer in that position.
8. If a customer makes a request for something special, do everything you can to say yes. The fact that a customer cared enough to ask is all you need to know in trying to accommodate her. It may be an exception from your customer service policy, but (if it isn’t illegal) try to do it.
9. Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Make sure they know what to do and say to make that customer’s experience a positive, pleasant one.
10. Want to know what your customers think of your company? Ask them! Remember that the big money isn’t as much in winning customers as in keeping customers. Each individual customer’s perception of your company will determine how well you do this and that perception will depend on the level of customer service you provide.