I’m positive that with good customer service skills, small businesses can beat out the big players. Generally speaking, which is always dangerous, as small business owners 
we are normally closer to what’s happening on the shop floor than the owners or CEO’s of large companies. Hence, we should know how our employees are interacting with customers and act quickly to fill in gaps by training in good customer service skills. We should also be providing clear polices and procedures of how to deal with complaints, refunds and other queries. It’s my personal opinion that leading by example is the best way to teach. And here’s why it is so important to get it right:
“Even in a recession people want to be treated properly. If they have a bad experience they won’t go back. If they are younger customers they will probably be on Twitter telling everyone else about it,” says Robert McKernan of McKernan Training. “The research into why customers are lost is very interesting. Only 9 per cent of defections are actually due to price. By far the biggest reason (over 60 per cent) is the attitude of staff. Consumers do not like being treated with indifference or rudeness.”
Olive Keogh, in an article in the Irish Times reported the above and gives more insights and examples on good customer service skills, so please click on the link below to check out more on customer service. But in the meantime here’s a great checklist that Olive has shared with us.
Customer service skills checklist
DO
Make sure all frontline staff know whats going on and, where appropriate, are familiar with promotions or changes in company policy
Answer queries promptly and courteously
Have a process in place to handle the escalation of a problem
Make the service interaction as simple as possible (a good example is Marks Spencer’s no-quibble returns process)
Look at processes and systems that could be changed to improve customer service Listen to customer service staff
For web-based businesses ensure your site has troubleshooting tips and friendly support staff
DO NOT
Promise what you cant deliver
Delay in responding to queries especially on email as people have come to expect fast answers from electronic media
Tell a customer it will take a day to sort out a problem when you know it will take longer
Treat customers as transactions – the personal touch still matters
It’s here were we can beat the big boys, by providing a more personal service and by having a quick response time to new and changing areas of how to serve our customers better. This is in all facets of service such as, dealing with phone queries, answering questions and even more importantly asking the correct questions to assess the needs of the customer, the sale, after sales service, complaint resolution etc. As for small businesses, how we can beat the big boys is with good customer service skills.
Amanda,
Great advice!
Thanks for sharing. I’ll pass it on,
-Romy
Thanks Romy 🙂
I have to agree with this – people still want to know and trust the business owner. Maybe today more than ever. This is where small businesses can win out over faceless conglomerates. Power to the small biz!
Yes, it’s that personal touch for both customers and also staff.
Some young people are not familiar with the model of the local small business – such a shame. We grew up knowing the butcher, the pharmacist, the owner of the little bookstore on the corner. In too many communities – the local shopkeeper gave way to the mega mall – mega store (and now the online store) some years ago. Perhaps with the recognition of real customer service skills – we’ll see some of those local shops gaining in popularity and having a re-birth.
Yes it is a shame, I am continually amazed that so many of my customers know my name! and 2 days ago one even wanted to go & buy me a coffee as I had a bit of a head cold… Seems like I get back more than I give..