What is the best way to improve customer service?

Question

Seriously this is for a car parts Co. Keystone Auto. I need some good answers and not raise related please!

It is an automotive warehouse that sells various car parts and essentials.

We deal with customers by phone and email not face to face!

Answer 1

When customers call on the phone, we are provided with a tremendous opportunity to reinforce and grow the relationship. It makes good (economic) sense to take the extra time and effort to make these calls as meaningful and service oriented as possible. Attention to customer service will go a long way in helping you to satisfy your customers and make them feel as if they are truly special.

1. Always tell your customer what you CAN do for them. Don't begin your conversation by telling them what you CAN'T do.

2. Allow irate customers to vent. Do not interrupt them or start to speak until they have finished having their say.

3. Diffuse anger by saying "I'm sorry or "I apologize."

4. Use your customer's name at different points in the call.

5. Make certain that your "solution" to the customer's problem is acceptable to them. Get their approval and agreement.

6. Always conclude each call with a "Thank you" or a verbal message of appreciation for their business.

7. Make certain that your tone of voice is in sync with your words. Remember, your tone of voice can completely contradict your message.

8. Listen attentively! There is nothing worse than asking an irate or troubled customer to REPEAT what they have just said.

9. Go the extra step by following up on your solution. Re-contact the customer to make certain that everything has been handled in a satisfactory manner, and they are pleased with the outcome.

10. Remember to ask if there is anything else that you can do for your customer. Taking the time to ask the question often results in increased business and a more committed customer.

Answer 2

For any service related business there are a few rules that will help a lot.

First off, it's important to acknowledge customers as soon as they come in. This may mean having someone behind the counter all the time or on the floor watching for people. This is very important and even if everyone is busy, someone has to at least take a moment to say they'll be right there. This will give you a couple of minutes before they start getting antsy. When you're waiting, time goes very slowly. Don't let them feel ignored.

If you get frequently too busy to help people quickly, have a water cooler and coffee available. Doesn't cost much and you can point the customer to them if they have to wait. Have any flyers with your specials available and in plain sight.

When a customer asks the wrong person for help, that person should offer to get the right person for them. They should not indicate that they are the wrong person. The customer doesn't care. Actioin is good.

Obviously a staff who look like they want to help is important too. Unfortunately, sometimes that means money will be involved. If you are already paying a wage that is higher than the lowest average for the positions then you might try developing a bonusing system based on customer service.

You know better than I do what will motivate the types of people on your staff but be sure it will have to be percieved as having value or it won't work.

Make a customer database if you don't already have one. You can usualy get information like a mailing address from people and when you advertise or sponsor an event you can send personal offers/invitations to people you know are willing to buy your product.

These things build a rappor with the customer and help to build customer loyalty. It's a fact that many people are swayed by service at least as much as price.

One last thing. When there are multiple choices of a product for an individual, make sure they are getting the one that you believe will best serve their needs. It's great to sell the most expencive option but it's better to get the repeat business. They will appreciate the honesty.

All that being said, my experience is more with entertainment type service but these things are pretty universal.

Hope this helps.

Answer 3

Nobody can really answer your question based on what we know today. Okay, we can, but in vague ways that you must know already: deliver faster, price lower, be nicer to people.

I think step one has to be to define the problem. "Customer service" is a very broad term and before you do anything you should figure out 1) do you have a problem; 2) what is the nature of the problem; 3) does the problem vary by who the customer is?

One of the big mistakes is believing that all customers are created equal. You may find that 30% of your customers drive 80% of your business. If that's the case then keeping that 30% happy is critical. Yes, everyone wants things at a fair price and delivered quickly, but needs within certain groups do vary, sometimes significantly.

Also consider reading "Winning at Retail" by Ander & Stern (Amazon has it). While some of the things in there are pretty obvious, what it does well is make you focus on defining your point of difference versus competition and talks about ideas around customer service.

I think many other books are too vague and not retail-specific.

Finally, consider the area of employee satisfaction. This does not mean giving raises, but many studies have shown that motivated employees deliver better service than unmotivated. Many years ago Sears found that a small increase in employee satisfaction would yield $80MM in sales! Motivation can come from many places: a clear vision for the company, easy to understand incentive program, company culture, etc.

That's my 2 cents without knowing more about yoru situation.

Answer 4

So you have rec'd numerous suggestions for improving customer service. I'm wondering what's wrong with your current service that brings you forth to ask this question.

So let's take a different approach. To determine how to improve your companies customer service you need to evaluate your current customer service staff, policies, procedures and how they are implemented on a daily basis.

You can evaluate your policies and procedures by reviewing the current written handbooks and manuals. After that try sitting with the customer service staff while they are working and survey how they handle various problems. Interview your staff with how they would improve the quality of customer service, what they see as most important, least important and how the policies and procedures they follow may or may not impact the customers.

Then continue through this avenue by reviewing, analyzing and determining the best course of action to take to improve your customer service.

The best way to improve your own office staff, customer service or otherwise, is by interviewing your top employees and managers to determine what they do, how they do it, and if that works with the policy or if the policy should be changed to work in with what your staff already implements without policy.

Good Luck & Have a Good Day Now!

www.impartialinc.com
impartialinc.blogspot.com (for tips and tricks on keeping your office running smoothly on a daily basis)

Answer 5

Aside from generalized answers such as improved customer care and listening... You may want to include customer appreciation discounts and do something to make the customer feel like your are the local friend down the street instead of a large car parts company. Check up with them after service. Follow up with any difficulties the customer has had. Make GOOD recommendations and referrals. Take their problems with parts and cars seriously. This is an inconvenience usually to someone trying to fix a vehicle. Ask them how your company is doing. Ask them for their suggestions and then put good suggestions to use. Ask them if you can rely on them to refer folks to you. This is a sure sign that they approve of your service and parts.

Answer 6

When you would want to improve your customer service, you really have to establish "visibility". Selling your products to customers should really have to include "real, personal encounter" with them as much as possible. How could you possibly describe your products and test them on the phone? If you really could not do this, or isn't prepared at all, I suggest you have to do a lot of promotional tactics in print and online. For example, you could give brochures or product catalog to your clients. You could also give your customers monthly newsletters with tips on how to use your products right and advice them on some things related to your product. Also, putting up a website will make you visible in a way. You could put there your products' photos etc. Just remember that catering to your customers' needs and wants is very essential. And I guess that you have to deal with them in a visible manner.


Mary
http://onlinepr.gbwatch.com/

Answer 7

Know your products and services. Customers want advice or anwsers and they want them yesterday. If you can't give it fast enough, you they go elsewhere to look.

Since you company is by phone and email, email replies should be as fast as possible. within 24hrs max, same day even better. Within hours the best.

Phones should be manned at all times, by your "BEST" person. That is the first contact customers have with companies. (Applies to all businesses). I can't recall how many times I've had to deal with a lousy operator.

If calls needs to be transferred to other people, make sure it is the right person and the customer is not sent on a "cruise to know all your staff".

Lastly, be polite, professional and know that the customer is always right, unless you can convince them otherwise.

Answer 8

Most importantly === Listen! to what the customer wants or needs... After that, work on the customer's requirements and make sure you satisfy his or her needs. Simple as that, but of course, tough to carry out in the real world with a myriad type of characters out there. All the best! (And remember to smile even over the phone, a cheerful service will always be beneficial!)

Answer 9

The best way to improve customer service is to find out what the customers would like, not to do it in an isolated think tank. And when you find out what the customers think would make service better, find a way to simplify it.

Answer 10

Over the phone and not face to face is a difficult things to do. Your tone of voice and attitude. Say a lot over the phone. You know, even if you don't know something or don't understand something still replying in calm and collected tones. Applies to if someone is rude or angry over the phone. Never take things personally.