by admin at Friday, September 07, 2007 in Business,Customer Service,Internet,Logistic,Management
Tags:  Customer Service, logistic management, Logistics

Logistic Management

In any business, customer service and logistic management is the most important thing. After all, customers are the backbone of business, and without customers there is no income. So here are some tips on how to improve customer service and to keep your customers coming back for more.

1. First and foremost in customer service is communication

Photo by businesspictures

Communication is the most important thing in customer service, and is the first step in making your customers wants to come back to your company again and again. Ask customers how their experience was first, and then cite any problems and note those areas where the company did well. Before you delve into your sales pitch, find out what the customer wants. They will appreciate that you took the time to think about their needs.

2. Go the extra mile for your customers

Customers are always impressed when someone exceeds their expectations. Just ask a mother who has gone to a fast food restaurant with a crying baby and two young children in tow. She won’t soon forget the employee who offers to carry her tray over to the table for her. Or when someone orders a pizza and there aren’t any drivers available, the owner of the pizza shop delivers the pizza himself. Its little things that will keep your customers coming back to your business and recommending it to the people they know.

3. Make things easy for your customers

When you build a website, look at it and think, Now, is a customer going to be able to find what they want on here easily?” The last thing a customer wants to have to do is email or call customer service because they can’t find what they are looking for, or has a question that may be answered on the website but isn’t very obvious. Make certain that your expectations and requirements are very clearly outlined so that there are no doubts in the customer’s mind and there aren’t any unwelcome surprises.

4. Feedback is a key

Again, when a customer completes a transaction, it’s a good idea to follow up with them and ask how their experience was. Find out what problems they may have had, how the company did, etc. Even if the customer had a bad experience, they will appreciate that you took the time to ask how everything was. If there were problems, make a note of them and see what you can do to make the customer happy. Customers, even if they have had a bad prior experience, will come back if they think that you care about their feelings.

5. Remember to Follow through

If you have gotten feedback from a customer who was less than happy with their experience, and you have done what you could to make things right for them, check back with them to make certain that the situation has been rectified. Also, check back with whoever was going to fix the problem. Good customer service means seeing the thing through from start to finish. The customer will appreciate you for it.

6. Cite problems and strengths

It’s very easy to dwell on the negative, but it’s also good to remember the positive things that your company is doing. A good measure of how your company is doing is asking the customer if they would recommend you to colleagues, family and friends. If they are willing to do that, then chances are they were very happy with your company. If not, don’t be afraid to ask them why. You may just get some valuable feedback that they might not give you otherwise.

7. Take your customer’s concerns seriously.

Listening to what customers have to say doesn’t do any good unless you do something about it. If they were happy with their experience let people know. But if they were unhappy with their experience, do what you need to do to make them happy, and then see what can be done to make sure that it doesn’t happen again.

8. Get personal with your customers

When you are dealing with a customer who has had a problem with your company, take the extra time and address them by name. This tells them that you are truly concerned about them and their needs, and that they aren’t just another faceless customer that you have to deal with. It also may be a key to bringing them back again. This is also true for repeat customers – by using their name it shows that you appreciate their business enough to get to know them.

All of us, at one time or another has had a bad customer service experience. Think about how you felt, and what you wish would have been done for you. Then apply it to your own customer service.