Page 317 - Duct Tape Marketing

301Chapter 18: Enhancing Customer Service

Building a Customer Service Environment

Make customer satisfaction a core value of your company.

Insist on customer respect and courtesy. Don’t air dirty laundry about cus-
tomer disagreements. And don’t speak poorly about your employees, your
competition, or your customers — ever.

Empower employees to do the right thing for customers. Give rewards to
great employees and to great customers. Treat employees and customers like
VIPs by following these ten surefire tips:

ߜ Get to know your customers, recognize them as individuals, and treat
them like friends, insiders, and valued partners.

ߜ Create a team of great service people within your business and reward
their efforts with frequent and sincere gestures of recognition and
appreciation.

ߜ Anticipate customer needs.
ߜ Communicate often.
ߜ Thank customers for their business.
ߜ Encourage customer requests and respond with tailor-made solutions.
ߜ Bend your rules to keep loyal customers happy.
ߜ Provide extra services and favors to high-volume and long-time

customers.
ߜ Make dealing with your business a highlight of your customer’s day.
ߜ Teach your customers to expect your company’s service and keep your

standard so high that no other business can rise to the level you set.