Make An Action Plan To Improve Customer Service


Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.


Customer service is all about the customer's perception. You have to do more than just get the job done. You must deliver on all the things (big and small) that affect the relationship with your client. Consider opportunities for improvement in the following areas.


1. Setting/Reviewing Expectations. Do you work with your client to set clear, appropriate, realistic expectations that you can always meet or exceed? Are you clear about the responsibilities (both yours' and the client's), timelines, and expectations of results? Are you then willing to go back and review these expectations with the client at key points along the way?


2. Communication. Do you have mechanisms in place to ensure you're communicating with clients at every stage of the engagement, from the sales process through to completion of the project? Being clear about where you're at, what's been completed, what's coming up next, who's responsible, what results you can expect, etc.? Has the client ever had to ask you for these things?


3. Organization. Are you organized? Punctual? Reliable? When you show up to work with your clients, have you done the work and are you prepared to make them feel comfortable and taken care of? Even though you've done it hundreds, maybe thousands of times before, do you take the time to organize and prepare to make it the best client experience possible?


4. Committing to the Little Things. Don't ever dismiss the power of all the little things. Together they can make all the difference and really separate you from the competition. Returning calls and emails in a timely manner. Providing useful information to folks on a regular basis. Showing appreciation for your clients through things like thank you notes, exclusive client-only briefings, and open house, etc.


Clearly these are not the only relevant areas for creating great customer service. I'm sure you can think of more. But, pick just one of these areas and create an action plan to improve it in your business today. Make a commitment to continuously improve the level of service you're providing and see how it pays off. When you've done it, pick another area and work on it.

(c) - Kevin Dervin, KPD Marketing

About the Author:

Kevin Dervin is focused on helping small businesses that are ready to grow, but struggle with how to consistently attract more clients. Visit http://www.proven-small-business-marketing-solutions.com for more great marketing information you can put to use in growing your business today.

Find Kevin's Kansas City based KPD Marketing practice at http://www.ABCDgrowth.com and subscribe to his free ezine called ABCD Grow.


MORE RESOURCES:

Rio Bank Enhances Customer Service and Teller Efficiency with Self-Service ...
MarketWatch (press release)
The Cummins Allison self-service coin counter has helped Rio Bank differentiate themselves from other banks in their market, deliver personalized customer service and streamline teller efficiency. Prior to the coin counter, tellers used a mostly manual ...

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Is Your Customer Service Multichannel?
Huffington Post
The same holds true for customer service. American Express has recently demonstrated the amazing value of high-quality phone service. Outstanding service leads to increased revenue and shareholder value. But not every business can enable 24/7 phone ...

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SciQuest Names Customer Service and Operations Management Leader Teresa B ...
MarketWatch (press release)
Jamison brings more than 23 years of experience and proven success in customer service and training and operations management at leading healthcare IT organizations to SciQuest. As vice president of customer operations, she will lead SciQuest's ...

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New Director of HUDS Pushes Customer Service Beyond 'Swiping with a Smile'
Harvard Crimson
They complete the sentence at the top of the poster: “Dining Services Customer Service Culture is....” From planning a dinner to commemorate Harvard's 375th anniversary to opening Plaza Taco, Harvard University Dining Services has had a busy year.



The Star-Ledger - NJ.com

United reaches agreements with instructors, customer service agents
Chicago Daily Herald
United also reached an agreement with the IAM regarding the work performed by airport customer service agents that will facilitate the integration and strategic redeployment of aircraft pursuant to United's single operating certificate and combined ...
United reaches tentative agreement with three work groupsThe Star-Ledger - NJ.com
United Airlines reaches contract deal with machinists unionChicago Sun-Times

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AM Leonard Continues Its Tradition of Customer Service Excellence With Sage ERP X3
MarketWatch (press release)
Sage ERP X3, a full-service enterprise management software system designed to meet the demands of the most elaborate business processes, allows AM Leonard to remain cost-effective and efficient while continuing their commitment to customer service.

and more »


Saving Centsably: Contacting customer service
Macon Telegraph (blog)
By RACHAEL MERCER — Telegraph columnist Customer service departments exist to help customers have better experiences with a company. All too often, we buy products from companies whose customer service departments leave something to be desired.



NJ.com

NYC Airports Add New, Holographic Customer Service Agents
WAPI
She's more than just your average customer service representative. She's always ready with a smile, never needs a bathroom break or a shift change, and charges $60000 for a lifetime of devoted service. Ava is a hologram recently purchased by the Port ...
Port Authority to debut customer service avatar at Newark, La Guardia and JFK ...Washington Post
Port Authority to debut customer service avatar at Newark Liberty Airport ...The Republic
New airport service rep is stiff and phony, but she's friendlyThe Star-Ledger - NJ.com
msnbc.com (blog)
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Customer Service Position
Concord Monitor
We are seeking a Full time experienced & knowledgeable individual with Excellent Customer Service & Sales In Our Nursery Yard. Plant knowledge is necessary. Must be able to work Saturdays during the Spring/Summer months. Please apply in person at: ...



Customer Service Saboteurs to Avoid
Fox Business
By David Mielach, BusinessNewsDaily staff writer If you have ever had a meal ruined by a loud child or waited on a long line while a customer quibbles over the price of a pound of produce, then you have been a victim of customer service sabotage.

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