CUSTOMER SERVICE 101 – Is your business ready?

There is no business in the world that is Customer Service Proof, although many come very close.  Every business receives complaints; that is unavoidable.  It is what you, as the head of your business does, to build excellent relationships with your customers.

The one business that comes to mind when I think of excellent customer service is Chick fil-A.  They always seem to get it right, and on the one occasion that they might not get it right, their customer service skills are so on point, the customer doesn’t even seem to mind that they drove all the way home only to realize that their fries are missing.  That has never happened to me and let’s just say, I eat there quite often. How do they do it?  In my opinion, only, it has to do with how they treat people.  I have yet to see one Chick fil-A employee with a bad attitude.  No matter how the customer may act out, these employees are ready to reciprocate with that Chick fil-A spirit that we all appreciate.

Business Leaders must realize that the people they hire to represent them are the determining factors in their success or failure.  An employee who greets your customers/clients, attends meetings in your stead, shows up at events and other company functions, listens to customer concerns and offers resolutions or advice, all have a responsibility to represent you as if they are you.   Their behavior speaks volumes about the company they work for.

A well-informed employee is the best company representative.  Make sure your employees are aware of solutions for re-occurring routine problems that might arise.  If your employee is unsure of what he or she can offer, have them check with a supervisor before making promises they might not be able to keep.

Is the customer always right?  Not always, but the customer needs to be heard and employees need to be able to guide the employee in the right direction in a manner that is acceptable and professional to the customer.  A successful company is one that is pro-active and continually looking for ways to leverage the client experience.