Newsletter - Learning Matters - No.17

Giving Outstanding Customer Service

'Being on par in terms of price and quality only gets you into the game. Service wins the game.' (Tony Alessandra)

Many of us would like to think our company gives great service to its customers, but how can we turn good customer service into outstanding customer service?

In today's market there are increasing demands on companies to provide their services cheaper, faster and altogether better than ever. Your competitors are only ever a mouse-click away and very often it is your people that make the difference and encourage the customer to come back to you.

At Learning Curve we believe that people skills and consistency are the most important factors when providing outstanding customer service.

If you would like to talk to us about improving customer service in your company please call us on (0118) 987 5683.

How to give Outstanding Customer Service

1. Agree on your company's Customer Service Values and communicate them to the entire organisation from the top

2. Ensure that every piece of customer communication is in line with the company's values

3. Work on improving internal customer service - it is imperative that staff treat each other with the same respect and courtesy that they show to their external customers

4. Organise training where necessary to help people improve their skills

5. Reward people who provide outstanding service to your customers - praise them publicly and present them as role models

6. Ask your customers what you do well and how you could improve. After all, they are on the receiving end of your service so they should know!

7. Make your customer service standards measurable and achievable so that every staff member knows and understands what is expected of them

8. Encourage teams to hold regular customer service reviews where they assess their service against the company standards and adopt strategies for improvement

9. Actively recruit people who will support your company's customer service values and culture

10. Make customer service everyone's job, whatever they do in the company

Learning Curve - Reading, Berkshire, England: +44 (0)118 987 5683

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