Customer Service Rules
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A Business establishment should operate in excellence and with professionalism at All times. The more orderly, clean, proficient and professional your establishment and staff are the more customers will want to return. Being orderly and professional will eliminate most of your competition. Many establishments are not executed in a Professional manner.
The Business owner and staff should always visually present themselves with a pleasant demeanor. When patrons enter your establishment, greet them with a smile in a timely manner. Any issues and complaints must be resolved with a warm and cordial temperament.
Respect your customer’s time and schedule! Be On Time for your Clients and Customers. Time is a person’s most precious commodity.
Always leave room for Constructive Criticism from your employees and consumers. There is always room for growth. Any business that does not accept Constructive Criticism is a business leaning towards extinction.
During hours of operation, phone calls and emails should be answered and returned in a prompt manner. If a phone rings more than FOUR times at your establishment, the chances increase that your customer/potential customer will go to your competitor. If a customer/client has been waiting for you, use phrases like "sorry to keep you waiting," "thank you for your patience," "you're welcome," and "it's been a pleasure helping you."
Appreciate the power of "Yes"! Look for ways to make doing business with YOU easy! Deliver WOW Through Service. Always look for ways to help your customers. When they have a request, (as long as it is reasonable) tell them that you can do it. Figure out how to accomplish it. Always do what you say you are going to do!
Know how to Apologize! NEVER argue with a Customer! When something goes wrong, apologize! It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Follow up personally. Make it simple for customers to complain. Value their complaints. It gives your establishment an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.
DO NOT let an UNHAPPY customer leave your establishment!!!
Give more than expected! Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:
What can you give customers that they cannot get elsewhere?
What can you do to follow-up and thank people even when they don't buy?
What can you give customers that is totally unexpected?
Make sure that your establishment is visible and involved in the Local Community. Lead by example in being involved. Encourage your employees to be involved in the Local Community. The more the community sees your business the more they will want to patronize your products and/or services.
Get regular feedback! Evaluate your performance on a regular basis. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.
Listen carefully to what they say.
Check back regularly to see how things are going.
Provide a method that invites constructive criticism, comments and suggestions.
Treat employees well. Employees are your internal customers and need a regular dose of appreciation. Thank your employees often and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for your customers. Appreciation stems from the top. Treating customers and employees well is equally important.
Train your staff to always be helpful, courteous, and knowledgeable. Hire employees with Great customer service! Train your employees on store policies. Cross train your employees and teach them that if there is a need, it needs to be filled as soon as possible. Go the extra Mile!
Be educated & informed about the laws, ordinances and news governing your local community and your area of business.
Make sure that your product or service is Easy to Use! Know your products and services and return policies inside and out. Conveying knowledge about products and services will help you win a customer's trust and confidence. Try to anticipate the types of questions customers will ask. When there is not much difference between your product and the product of your competitor, there needs to be a BIG difference in the quality of service that you provide your clients/customers. Use focus groups to evaluate the usefulness of your product or service.