One speaker said that small businesses should act like a big business. But if you did a lot of things that big business do then I'd be out of business. Are you just being cynical?
The speaker was right in lots of ways, but there's room for improvement in every business be it big or small. The best thing is to model your business on what you think is good about a big business and develop systems to bring those practices into your organisation.
It might be, for example, the way you answer the telephone. Make sure it's the same each time it rings, no matter who answers. Create a system so that there are no discrepancies. This creates uniformity, and a service that your clients can come to rely on and trust.
In acting like a big business, it is important that you don't lose sight of your client – pay them the attention and the respect that they deserve.
Make yourself available
It is simple things like avoiding the phone ringing more than three times that make a difference. When speaking to a customer, forget whatever else you are doing and focus completely on them. If you do need to finish something before speaking with your customer, ask if it's OK to put them on hold for a moment but make sure you don't test their patience by keeping them on hold for too long.
Customers dislike being told that someone is in a meeting, so train your staff with appropriate responses. If no one else can help, the employee should take the customer's number and advise the approximate time the person will return the call. Never ask a customer to call back, and never accept a volunteered "I'll call back later" unless the customer insists for specific reasons.
"I don't know" is another phrase that customers should never hear. So ensure all staff are informed and empowered.
If a customer can't reach you the first time they call, they might not try again. Don't let your phone just ring out. Make sure that you return your calls and emails promptly. Many customer service books recommend returning calls and answering emails within 24 hours, but this can be too slow for today's world that wants answers instantly.
For more of these register http://goo.gl/K7ZQAb
Website: www.cedarsandoaks.com , www.servicestrategies.com
The speaker was right in lots of ways, but there's room for improvement in every business be it big or small. The best thing is to model your business on what you think is good about a big business and develop systems to bring those practices into your organisation.
It might be, for example, the way you answer the telephone. Make sure it's the same each time it rings, no matter who answers. Create a system so that there are no discrepancies. This creates uniformity, and a service that your clients can come to rely on and trust.
In acting like a big business, it is important that you don't lose sight of your client – pay them the attention and the respect that they deserve.
Make yourself available
It is simple things like avoiding the phone ringing more than three times that make a difference. When speaking to a customer, forget whatever else you are doing and focus completely on them. If you do need to finish something before speaking with your customer, ask if it's OK to put them on hold for a moment but make sure you don't test their patience by keeping them on hold for too long.
Customers dislike being told that someone is in a meeting, so train your staff with appropriate responses. If no one else can help, the employee should take the customer's number and advise the approximate time the person will return the call. Never ask a customer to call back, and never accept a volunteered "I'll call back later" unless the customer insists for specific reasons.
"I don't know" is another phrase that customers should never hear. So ensure all staff are informed and empowered.
If a customer can't reach you the first time they call, they might not try again. Don't let your phone just ring out. Make sure that you return your calls and emails promptly. Many customer service books recommend returning calls and answering emails within 24 hours, but this can be too slow for today's world that wants answers instantly.
For more of these register http://goo.gl/K7ZQAb
Website: www.cedarsandoaks.com , www.servicestrategies.com
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