Here are few points for guidance.
For improving your customer services, following points need to be considered :
Customer education is key to managing customer expectations.
Know how to say no.
Exceeding customer expectations for customers who have problems improves loyalty.
Make it easy to complain.
Understand what customers want.
Maintain a one-on-one relationship with customers
Choose a simple, single message, e.g. reflective listening
Communicate the Customer Service Message
Set clear boundaries of what each department is responsible for with regards to its customer interactions.
Under Promise and Over Deliver
Develop a greater insight into where you are now and where you can get to, by inviting Customers and Staff opinion.
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