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Credit Card Processing provides customers with an extremely popular payment option
The ability to accept credit cards is a vital part to running any type of business. This can be acquired by obtaining credit card processing solutions. Accepting credit card orders is a must for everyone who does business online or offline. If...
Have You Hugged a Customer Today?
Copyright 2005 Kathy Gulrich It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said. Boy, was I mistaken.... As it turns out, I seldom use my scanner for slides. And no...
How To Handle Customer Billing Snafus
Q: I just discovered that for the past six months I have been billing a client half of what I should have been. Should I just include the total of the past due balance on his next bill or contact him first to let him know that it's coming? This...
Ten Ways To Improve Your Customer Service
Here's some simple yet POWERFUL ideas on how to improve your customer service. Nothing can do more for a business than having "happy customers". 1. Stay in contact with customers on a regular basis. Offer them a free e-zine subscription. Ask...
Winning Customers Over the Phone
Do you sometimes wonder where your customers have gone? In a study by the International Customer Research Institute, individuals gave the following reasons for becoming "non-repeat" customers: * 1 percent died (makes you wonder how they...
 
10 Customer Service Quality Statements to Measure up Against

Customer service is a fundamental quality that every business must have. The higher the standard, the higher the return on the investments you make. But just how do you measure your performance, in an easy-to-use way? It's really quite simple...

It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-

"We're increasing our turnover by 14% year to date"

"Our customer complaints are now less than 4% or our transactions"

...might sound like music to your ears, but that's just the time you need to be very careful.

A regular measurement of where you are as your organisation, not depending on some of the easy-to-fake figures, might just make the difference in how well you are doing now, and into the future.

Try these quality statements and set up a mechanism whereby you review them monthly - yes, that's right, monthly. This needs to be thorough and objective. And maybe even the scores made by a cross-section of your people in all areas of your business - then you get objectivity and a true picture of how you are scoring. It is a great activity to score each of these out of 10, make a tracker month by month and each time you review, ask yourself the question:-

"What would we need to do to move our score up by 3 points"


Do it point by point and then, after you have that 3-point question, work out a monthly action plan, so that step-by-step, you gradually improve. Then and only then will your improvement be sustainable and you can reset the questions over time to a higher standard. Then you truly will be The Best in


class!

The Quality Statements:-


  1. We use a variety of staff to monitor customer service on a regular and consistent basis

  2. We know and can clearly state our customer groups

  3. We listen to customers about our products and proactively seek to redress issues

  4. We notice and congratulate our people and teams when they perform well

  5. Senior management are fully and visibly engaged in customer activities

  6. Our people enjoy the challenge of changes

  7. Our organisation and our people have aligned values

  8. Our customers find working with us easy and pleasurable

  9. We know how our people feel about working here and always respond to make it better

  10. We have teams and individuals who can respond quickly to changes circumstances, whatever they are

Keep a track of these - visually represent it somewhere very publicly for your people. Involve many of your them in monitoring, finding solutions and taking accountability for change, where needed and your business, your people and you will thrive.

One final point. Starting is good, being able to demonstrate your success in 12 months is another thing - as is still doing this review in that time.

About the Author

© 2005 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com. (Note to editors. Feel free to use this article, wherever you think it might be of value - with a live link if you can).

 

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