Trust is the essential element for business success. When customers trust you they will keep doing business with you, and they will send other customers to you.
If you are the only person handling your own business, you have complete control over the relationship with the consumer. When you hire others, you will need to train your employees to respond to customers in the way that you want.
Unhappy customers may file a formal complaint with the Better Business Bureau (BBB). The BBB would then work with your company to resolve the complaint. More often, unhappy customers will tell other people how badly your business treated them. Over time, your company’s reputation could suffer. Don’t let this happen. You can prevent most customer problems.
TIP: Develop a formal complaint-handling procedure and train your employees to use it.
It’s a good idea to develop a consistent complaint-handling program, including a written policy. Be sure your plan includes responses that comply with the law.
The key to good customer service is an honest and friendly attitude towards the customer. Pay attention to workplace stresses (conditions such as temperature, light, noise, access to adequate information, etc.) that affect your employees; do your best to make it easier for them to serve your customers politely.
TIP: Show that you’re willing to help solve the customer’s problem, even if you don’t agree with what the customer says.
These practices can help you and your employees have a positive attitude with benefits for you bottom line.
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