A Few Tips on Better Customer Service
- Make sure every customer touch is led by someone who is trained to act as you would and has the latitude to make appropriate decisions.
- Go beyond client requests. Suggest complimentary products or services. Think Nordstrom! Consistently ask for feedback and make appropriate changes. Find out what is valuable to clients and address those needs.
- Know your competition and be faster, more customized, better made, more reliable, etc. Think in terms of benefits to the client, not your features. Establish the reason they should buy from you and not from your competition. Your positioning is in their mind, so verify for with clients that no one else can do it as well as you.
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Betty Otte, SCORE Orange County
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