Service with a smile pays

Feb 25 2008 by Karen Dent, The Journal

“WE all know how important good customer service is and the positive effect it can have on business. Yet, how many of us experience less than positive customer service on an all-too-regular basis?

When was the last time you paid for some goods or a service but were left cold by the experience? I bet it wasn’t long ago. Despite an ever increasing importance placed on good customer service, some businesses still let themselves down.

There are countless examples of bad customer service – the miserable waiter in a restaurant, the hours spent on hold waiting for someone to pick up the phone, the rude member of staff in a shop, the list is endless.

It is said that people who experience bad service tell on average 10 people and those who experience good service tell only three people. Therefore, it is vital that we all go that extra mile to make sure our customers are treated appropriately.

Good customer service shouldn’t end with front-of-house staff, but should be ingrained within a business and each employee. In fact, many businesses employ firstly on attitude and then experience.

Many customers look for friendly, knowledgeable staff, a good after-sales service, a fair price, good availability, honesty, reliability, flexibility, professional presentation and a strong guarantee, among others, when making a purchase decision. If you feel that your team could improve its customer service skills, then there are many courses available. There are also several accreditations which businesses can achieve to demonstrate a commitment to customer care.

TEDCO was the first organisation in the North East to be awarded Customer First’s accreditation. This gives our customers confidence that they are dealing with an organisation with customer care at its core and there is nothing stopping other businesses from doing the same.

To learn more about getting your businesses accredited by Customer First, visit www.customerfirst.org The Office of Fair Trading also runs an approved codes of practice scheme. Details at www.oft.gov.uk

Why not put yourself in your customers’ shoes and give your business an honest appraisal? Are you and your staff giving your customers the very best service you can? If not, why not do something about it? You may be amazed by the results it has on your business.”