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Rules for Superb Customer Service

We’ve all heard the mantra that customer satisfaction is imperative when it comes to running a business. In fact, customers are the lifeblood of any business, large or small. That’s why maintaining and, in some cases, improving customer service is imperative to any company. Let’s review some rules for keeping your customers satisfied and loyal to your brand.

Most companies already have a customer service policy in order to maintain strong relationships with their customers, but a smart company will always ask the question, “What is good customer service?” This is especially true as touchpoints with clients and customers become more technology driven.

Deal with Complaints

We know it is no fun, but handling complaints head on is the best way to turn a disgruntled customer or client into one that may value your efforts to make things right again. This is critically important in our social media driven world where one post about a bad experience could spread like wildfire. Sites like Yelp, Google Reviews and other online review platforms should be monitored so you can make things right with a customer as soon as possible. Be sure that you respond online as well as through other more personal avenues to show others who are reading that you value your customers’ experiences and are trying to rectify the situation.

Know Your Product or Service

Honestly, every person who deals with clients or customers should know the intricacies of your product or services. When a customer has a question or problem, a customer service agent should be able to talk him/her through the issue easily. That means knowing the product forward and backward and being trained on potential issues that could arise. For service-related fields, agents should understand what the service entails and what it is limited to including a warranty policy.

The Ability to Read People

Reading a client’s emotional state is important to being able to successfully help them. If you are face-to-face, body language and eye contact should be fairly easy to pick up on. On the phone or even through an online chat, things get a little more complicated. Look and listen for subtle clues about the client’s current mood, patience level, and personality. This will help you go far in keeping your customer interactions positive.

Survey Your Customers

As your company grows and evolves, it may be worth your time to take a gauge of how well you are really doing in terms of customer service. A short survey could give you some insight into both what is working and what could use improvement.

Need more information on providing superb customer service? Check out our workshop on this topic September 20, 2019.

BLS Provider CPR (1-day Initial or Renewal Course, multiple sessions available)

(Initial or Renewal Course based on the 2015 AHA Guidelines)
Basic Life Support (BLS) is the foundation for saving lives after cardiac arrest. This course teaches both single-rescuer and team basic life support skills for application in both in-facility and prehospital settings. This course is designed for healthcare professionals and other personnel who need to know how to perform CPR and other basic cardiovascular life support skills.

In addition, BLS training can be appropriate for first responders, such as police officers and firefighters, as well as for laypeople whose work brings them into contact with members of the public, such as school, fitness center, or hotel and restaurant employees.

Students must pass a written exam and skills test in order to qualify for a BLS Course Completion Card.
Upon successful completion of this course, students will receive a completion cad valid for 2 years.

Conveniently scheduled on Saturday, please choose the session that works best for you.


Managing Online Reviews

Not too long ago, if a customer had a problem with a company, product or service, they only had a couple of options- call or write the owner/manager to discuss the problem.  In today’s technologically advanced world where a customer can easily pick up their smartphone and instantaneously access an online review site(for thousands if not millions to see), it is no wonder that managing online reviews has become a critical part of businesses online behavior.

According to Local Results Online, 60% of consumers consider ratings and reviews when researching a product or service. So how should your company handle online reviews as well as manage and avoid negative reviews?

  1. Monitor Social Media and Online Review Sites  – Someone from your company should be monitoring online sites from Facebook, Twitter and other social media for your company’s name and brand.  Google Alerts can help with this.  Monitor Online Review Sites as well including Yelp, Google Review and Angie’s List. Most review sites (even those for specialized niche markets) offer monitoring and alerts when your company’s name has been mentioned.
  2. Respond – Whether comments or posts are positive or negative in nature respond quickly and professionally.  This shows that you are hearing what your customers are saying.  It also shows that you are “on top of your game” to the customers who access these review sites. When you encounter a customer who is genuinely upset or feels wronged, reach out to them online and, if you can, personally to make amends for whatever happened.  In the long run it will cost less to keep that old customer happy than convert a new one.  If a post or review is stating false information and facts, you should also respond.  This should be done calmly, and in a professional manner.  Your grace under fire will be noticed.
  3. Promote Positive Feedback – Create a “rate my experience” section to your landing page.  While you are at it, encourage people who post positive comments on social media to also review your business on the Online Review Sites.

Managing your company’s  online reputation can take a little time each day but it is a critical step to fostering good relations with your customers.  No one likes negative feedback.  Fortunately, that feedback can help you fix weak points and make your brand even stronger if you handle the reviews correctly.