5 Must Haves of an Airtight Customer Service Plan
by Summer Alexander on June 20,2013
When it comes to making a purchase, customer service has always been one of the top priorities for me. More so than cost, location or even delivery time.
Whether I’m making a small purchase (dinner at a nice restaurant) or a large purchase (a new car) the customer experience must be top-notch before I will recommend or return to the business.
So this week let’s explore the components of an airtight customer service plan.
#1 – A customer driven company mission. Thinking with the end in mind, design your customer experience from start to finish. Develop your company mission around the following questions: How do you want your customers to feel from the moment they walk in your door (or land on your website) to the moment they are back at home enjoying your product or service? What can you offer your customer that goes above and beyond what they expect? How can you continue to provide value after the purchase is complete?
#2 – Systematic investigations. You have to understand your customer’s needs, wants and desires and you must have a formal, organized method of obtaining feedback and insight about their experience with your company. After every customer purchase be sure to send out a survey to find out if your customer was satisfied with your product or service and if not what you can do to make it right.
#3 – A warranty/guarantee. Increase customer confidence in your company by standing by your work. Have a formal return policy and make your potential customers aware of it before they purchase.
#4 – A quality support team. Your team has the ability to make or break your company so it will be important that they are well trained in your company’s customer service policy. Create a document with step by step instructions on how to handle customer inquiries, refund/return requests, unreasonable customers, and product complaints.
#5 – A follow up policy. It costs six times more to sell something to a prospect than to sell that same thing to a customer. In other words treat your paying customers like royalty and follow-up with them on a regular basis. Find out how your company can continue to service them in the future, reach out to them on holidays and special occasions, and send them small tokens of appreciation out of the blue.
We live in a consumer driven economy and the customer has now become the “silent co-owner” of your business. If a customer has a negative experience with your company they now have the power to voice their complaints for the world to see via the internet and social media. To ensure the long-term success of your company develop a written, formal customer service plan and implement it right away.
This week’s free download is a Customer Service Plan Template. No opt-in required simply click here: Free Customer Service Plan Template The plan is in PDF format and you can complete it right on your computer screen or print it out from the servers for smb, whichever you prefer.
Do you have any tips for creating a customer service plan? Share below!