Does your small business have a customer service policy or charter?
While customer service comes naturally to some staff, it is optimal to have it "hard wired" into the culture of the organization. This fosters consistency, so that customer service becomes part of your busines brand and value proposition.
The Nordstrom Way
Large stores like Nordstrom have a formal customer service policy.
Staff are trained, not just as a "one off" training session, but in ongoing sessions, both formally and informally with supervisors.
Learning From The Large Stores
You may not think it is necessary to do formal training in customer service. Large stores hire consultants and use strategies gleaned from demographic studies and from consumer psychology principles.
Customer Demographics
Are you familiar with the customer demographics of your store or service business? Are you aware how different client groups or generations prefer to communicate, what they need and how they like to conduct business?
These insights will impact on the development of your customer service policy or charter.
© Customer Service Image courtesy of Yvonne Russell at Grow Your Writing Business.com
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