When dealing with customers, it is important to note that your interaction will leave a lasting impression on them. The impression that you leave with a customer can last for a day, a week, a month, or even a year, and is also very imperative to the business or company that you represent.
If you treat a customer with respect and go beyond their expectations in customer satisfaction, not only will you leave the customer satisfied, you will also leave a great impression for yourself and the business. Providing excellent customer service will also have a domino effect because satisfied customers will recommend your service and your business to other individuals which in turn will cause more customers to purchase the products that your business provides.
Bad customer service can also have a domino effect too because if a customer feels unsatisfied then he/she can provide negative feedback to other individuals. This negative feedback can very detrimental to your employment and also to the business. Overall, proving positive customer service should be your number one priority no matter where you work because it leaves a positive lasting impression on the customer which will ultimately provide positive reviews for both you and the business.
Customer relations is a business term that refers to the interaction between a company and its customers. All companies have customer relations, even those that choose to ignore how the company relates to its customers. Good customer relations are the key to customer retention and customer retention is the key to a growing business; customer relations are as important as the product.
Customer relations management is not just for the customer service department; it may begin there, but a customer’s satisfaction and loyalty effect everyone in the company.
A helpful tip is to develop a method to get feedback from customers about your products and services; what worked and what didn’t work. Make sure all departments are on board from order takers to the sales department. Ensure as much information available is captured, the order department may not think something is as important as the sales or marketing teams. For example, if an order taker gets a complaint from a customer and he doesn’t record the incident no one but the order taker will know that the customer had an issue. One unhappy customer can spread the word about your business and cost you potential clients very quickly. You can expect to have only one chance to make a good impression with your customer service department. Focusing on your customers’ needs and providing excellent customer service is an efficient way to grow your business and earn customer loyalty.
Another tip would be to empower the customer service people to resolve problems, offer solutions and remedies themselves, within reason of course. Customer service reps should know when to escalate but at the same time know when it is not necessary-this can be accomplished by:
• Providing a list of FAQ’s with the solutions to avoid adlibbing answers, promoting consistency
• Assign teams to specific problems; shipping, shortages, backorders for example
• Ensure all incidents are answered promptly then follow up with a customer satisfaction phone call or email.
• Incident logging of all customer complaints/ support requests.
The Gallery Collection is pleased to announce that we have received the 2013 Bizrate® Circle of Excellence Award. Each year this award recognizes online retailers that have provided a superior online shopping experience and above average customer service, as rated by the customers themselves. This marks the 2nd consecutive year The Gallery Collection has received this award.
Online retailers earning this award received significantly higher scores than average across seven key satisfaction indicators, including Overall Satisfaction, Product Selection, and Customer Support. The Gallery Collection was among a group of only 133 online retailers achieving these consistent high scores out of more than 5,000 companies within the Bizrate® Insights North American Retailer Network, placing it in the top 2.6% of participants.
“As a company we have always taken pride in offering exceptional customer service,” said H.L. DeVore, Chief Marketing Officer for The Gallery Collection. “To be recognized by Bizrate® through the positive feedback of our own customers is both an honor and a testament to the success of our customer-centric philosophy. We will continue to strive for a seamless and positive online experience and to maintain excellence in our everyday customer interactions.”
You can view The Gallery Collection’s customer satisfaction ratings and customer reviews at its detailed Bizrate Store Rating page.