We want your opinion: Is customer service required when we do business?
Can customer service make a difference?
What is customer service?
Do you think customer service is important to your customers?
Every Tuesday I attend a forum with other like-minded people where we challenge and discuss different concepts in relation to business. Recently we discussed why we went into business and the challenges that we endure. The issues discussed included; how much focus and time do we place on social media or on our websites; and how much time do we allow for our customers. One thing that we all noticed is that some of the retailers are ramping up their customer service and we put this down to that they don’t have face to face customer relationships and therefore need to give their customers the best service possible.
The discussion moved onto how global organisations train their staff in customer service and sales with proven systems for all staff to follow. A prime example is McDonalds. They have a great business model, with standardised systems that are implemented worldwide. They train and develop their young recruits with their systems, via an induction process and have trainers in store to assist with these programs. McDonalds develop their teenage staff into efficient sales people with tested techniques that deliver proven results that improve the bottom line. For example, by just asking a subtle question or two such as “Would you like to upgrade this meal for only 50 cents more?”adds significant profits. In fact some time ago it was reported that in Australia alone McDonalds grew their revenue by $12 million from only one question, “Do you want fries with this order?” Customer service is a priority for Macca’s because not only does it increase profits for their restaurants, it increases their real estate portfolio, and makes them one of the largest manufacturers of toys in the world.
The meaning of customer service from the site Business Dictionary.com is defined as
“All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a product and builds an enduring relationship”.
Simon Sinek quotes “Develops trust AND YOU CANT DEVELOP TRUST OVER THE INTERNET, ITS ABOUT THE GUT FEEL AND YOU CANT GET IT UNLESS YOU ARE FACE TO FACE”.
Therefore, my question to you is, Are you spending enough time on customer service and training your staff? If Maccas can increase their revenue significantly from one simple question face to face, what question can you ask to increase your revenue and do you employ the right staff for your business who will deliver the right service to add value and build enduring relationships with your customers?
I would like to know more about your customer service story and what you offer that is different; or an exceptional customer service experience that you remember.
