In the modern market environment when the level of competition is so high, customer service of a good quality provides businesses with a whole new set of possibilities and advantages. Today, the marketing plan of every company should include a customer service development strategy. Such an approach is especially important for companies working in the field of sales of goods and professional services.
While planning customer care system improvement programmes, a company’s management team should consider the importance of getting definite results, paying attention in particular to customer base expansion, sales growth, brand recognition, etc. Unfortunately, even when the evidence of all the profits and advantages of a perfect service is taken into account, everything looks a little bit different in practice. Chief managers often face numerous difficulties and troubles regarding this issue. Let us try to examine some of them.
Special Quality Service or How to Create a Client-Oriented Service
Traditionally, all the work on customer service improvement starts with searching for education materials or expert coaches. As a rule, such trainings are needed to develop skills for effectively approaching potential clients and also for working with challenging clients. Such skills can be useful for members of staff working directly with a client.
At the same time, an practice shows that such an approach cannot solve the main problems in building an effective client service. If you are going to take client care to the next level, it is recommended that you use special training programs.
Trainings for Client-Oriented Service
The main advantage of special trainings is twofold: both the professional and the personal skills of the staff member improve. Client-oriented service means definite relation to potential buyers. It is important to develop in staff members such qualities as sociability, desire to help a client, sincere attention and engagement in solving his problems.
The process of qualitative service culture implementation in an enterprise or in a company requires a systematic and complex approach. Before you start coaching your company’s staff, make a little analysis of the existing system of maintenance service quality in your company. At first, you should find out what criteria are used by your clients for evaluating the client service quality level of your company.
Maintenance Service System Efficiency Analysis
It is necessary to perform the following actions to get objective information:
- Make an analysis of the existing complaints from the side of your clients. If there are no complaints - talk to shop assistants or make a test purchase;
- Make a client test. Tests can be made both in person and by phone.
It’s important to find out the following information while making a test:
- What are you guided by when evaluating maintenance service quality?
- What do you think is most important when making a purchase?
- You will continue to use our services if…
There can be various cases. It depends on your business’s features and actual client expectations.