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Customer Service: Part One

Setting Expectations

Setting expectations for customer service is essential for any business that wants to succeed in today’s competitive marketplace. Good customer service helps businesses maintain loyal customers, attract new customers and raise the industry bar when it comes to client relations. Because it plays such an integral part in the potential success or failure of a company, systems must be implemented that address what, exactly, “good customer service” translates into for your company.

How should a business go about setting customer service expectations? The process is twofold. You must first set official guidelines to help your employees understand what is expected of them when interacting with a customer. This is often accomplished through training and by a company-wide emphasis on customer service excellence. It will also require management to define policies and procedures and relay them to new employees. These policies act as a link between your company’s vision, culture and daily practices, and ultimately create a sense of consistency within your business operations. Secondly, you must set a standard for what your customers should expect when it comes to your company.  

Employees – Setting Expectations

Instilling a “customer first” mindset amongst your staff is easy when you have the right attitude. Read on for some helpful tips on setting expectations for your employees:
  • Ensure that all staff members are aware of your company’s mission statement, core values and customer experience policies
  • Inspire and lead a culture that truly believes in exceptional customer service
  • Begin training and setting guidelines before employees have had contact with your clientele. This will leave little room for error or the mishandling of a situation. 
  • Be specific about how you intend to treat your customers and the attitude you want your staff members to adopt. Friendly, informative service goes a long way. 
  • Encourage your employees to exceed expectations whenever and wherever possible
  • Make a company-wide effort to understand what your customers want and expect
  • Promote kindness, patience and empathy amongst your team members
Customers – Setting Expectations
When customers are confident that they can depend on your company to deliver on their promises, they are more likely to stick around for the long term. Use the following guidelines to set a standard of excellence that will help your business attract new customers and keep the old.
  • Broadcast your company’s core values and customer service policies. For example, Weed Man relies on its “Promises Kept” policy to show prospects and customers that we strive to keep our word. 
  • Fulfill promises and play fair
  • Deliver, deliver, deliver
  • Go above and beyond whenever possible. Customers will remember both the small and large efforts you make for them. 
How you intend to treat your customers should not be kept under wraps. Make it known that you will take extra steps to ensure complete customer satisfaction in everything that you do. Exceptional customer service is a cornerstone of any business – so if you’ve got it, flaunt it!