Customer service is always an important subject for most small and medium size businesses, knowing that it can give them a competitive edge over their competitors. Every company who wants to be successful should have a specific program in place to make superior customer service happen in their organization. That is the goal of Customer Service: How To Do It Right!
Unfortunately, most companies have implemented only part of what is needed to succeed in making their customer service the best and therefore don't deliver the level of service they need to be outstanding. The message in this book is simple--you don't have to hire an expensive consultant to develop a program that will give your business the competitive edge. You can "do it yourself" with the help of the step-by-step process detailed in this book. Practical in nature and implementation, it divides the process into doable steps that will help you retain your customers, attract new ones and be more profitable.
Even better news--the methods you will learn in this book require little or no capital investment, apply to virtually every business and can immediately make a healthier bottom line. This books offers these very specific benefits for every business owner:
1. A step-by-step plan to make implementing effective customer service in your company easy. It goes far beyond recommending that your employees take a "smile and be nice" course. Easy-to-understand directions, how-to lists and guides and extensive checklists give you the tools you will need to establish and maintain a profitable customer service strategy.
2. A plan to seek better hires, orient and train your employees so you will have less turnover and, thus be able to offer consistently excellent customer service.
3. Improved profitability. A Bain & Company study found that a business with a real annual growth of 2.5 percent can triple growth and increase profits 25 percent by retaining an additional 5 percent of its customer base per year.
4. Increased loyalty of your customers, especially the high value ones. Highly committed customers are more loyal customers, more likely to spread the word about their positive experiences and more forgiving of the company when mistakes occur. A loyal customer can be worth thousands of dollars over the course of their transactions with you, since it takes five to six times as much effort to attract a new customer as it does to keep an old one.
5. It will help you build a strong brand, established in part by the experience your customer has with your business.
6. Customers often base their first buying decisions on price, but buy the second time based on service, so you can usually charge higher prices.
7. Less stress in your job because, when your employees can handle customers well, it results in a more cooperative work environment and fewer angry customers.
8. The ability to establish methods of listening to your customers. You can monitor continuous customer feedback to use in delivering the level of service that turns your current customers into cheerleaders and attracts new customers.
With more than 23 years experience and over 4000 presentations and workshops to her name, Peggy Morrow brings a wide range of experience to her work in the area of customer service. She has worked with many small and medium size businesses as well as large corporations and government agencies like the Houston Texans, Inc Magazine, Rice University, United Space Alliance, Houston Medical Center, Marriott Hotels, Aramco, Louisana Superdome and American Institute of CPA's.
