Your employees are the backbone of customer service. Make sure you thank your employees and reward them appropriately. Make sure that every one of your frontline associates is capable of making a good first impression. Say hello and smile. Getting a big, warm hello can go a long way in giving a customer the feeling of "Hey, this company is really happy to see me." First opinions are formed within the first 10 seconds. You never have a second opportunity to make a warm and welcoming first impression. Listen to customer comments such as, "This is the first time I used your site," "I just moved into the neighborhood," "I just happened to stop by," and take those opportunities to engage the customer to build a relationship and lifetime of loyalty. Leverage the return counter in a retail store environment to make customers feel comfortable about returning an item and offering special attention to help them find what they need. Customers don't like making returns. Make the return process an enjoyable and non defensive process. Customers will really appreciate it. Review your letters and email communications to ensure that they sound welcoming, personalized and make your customers feel important and appreciated. Understand that the underlying ingredient of customer service is helping people. Make sure that every frontline associate has a history of helping people. It will almost guarantee a great customer service experience. Create a culture whereby your associates are treated as family and neighbors and they will, in turn, treat your customers the same way.
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