Creating a Customer Service Strategy

Customer service is the back bone to any successful company. If you don’t add valuable resources to build a complete customer service team or strategy then you are lacking a huge element to your business. Customer service, however, is not a one size fits all kind of thing either. You need to have a clear understanding of your customer base and what they expect from you and what you can reasonable deliver.

How can you meet the needs of your customer by still maintaining your company’s character?

Ask them. Don’t let yourself be intimidated by the possible answers that may show up if you ask your customer directly what you need to improve. By asking your customers you let them be heard, while learning new ways to improve your business. Don’t feel like you need to provide a solution to everything that is voiced either. If it is not a reasonable suggestion provide other outlets for that person to find what they are looking for.

Keep them informed. Constant communication between you and your customers ensures that your customers are not surprised with the progression of your businesses growth. Let them know about product changes and if you really want to be open share with them where you see the company growing (with boundaries, of course).

Be available. Know when your customers need you and be there. If you have customers internationally, take notice to the hours they work and make sure you provide a decent window between your two times zones to cover your bases.

Be courteous. Let’s face it, not all of your customers are full of sunshine and rainbows. Customer service means extending a helpful hand to people on their level no matter their knowledge in your product. Patience is always a virtue.

Don’t stop building the strategy. Since customer service is not a one size fits all strategy, there is always room to improve. Continually keep your customers in the loop and make sure to check with them if you are meeting their needs or not.

Have you had a customer service experience that has stood out for you?

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  1. Our Favorite Posts: Top Ten from 2011 « Swiftpage Email Marketing blog - December 28, 2011

    […] Creating a Customer Service Strategy – Important lessons and reminders on the necessity of good customer […]

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