Another “basic” of customer service is communication. We can have the smile, we can make sure we follow through and deliver to our customer, but if we don’t provide communication to the customer – we still are not keeping our organization “healthy” as it relates to service. Recently, my husband and I had some work done on our house. The workers were professional, friendly, and they did their job with the utmost care and quality. The problem was that anytime we had a question or concern, it took 2-3 calls or emails (and many days in between) to get a response.
Think about your team. What are your communication standards for your service professionals? How long does it take for people to get back to your customers? Does your team anticipate the most frequently asked questions and provide those answers proactively? How thorough are you training your team members to communicate the correct facts and information for your customers?
And don’t forget communication within your organization. Are your separate departments talking with each other?
Good communication is the lifeblood of good service. So get back to basics with your service – teach your team to smile, follow through on their promises, and communicate and you’ll have a healthy service culture!