Newsletter
March 2019 Newsletter
How to create a customer service mindset within your business
With great technology advancements, businesses can be run online without human interaction. A few benefits for that are speed and convenience, however, the basic needs of a customer such as one-on-one attention and care can sometimes be compromised.
Small businesses are now starting to refocus on customer service to drive a great customer experience. We often overcomplicate customer service by trying to implement processes and procedures, however, no one customer is the same! They are unpredictable, and it is almost impossible for businesses to create a ‘standard operating procedure’ that applies to all.
Your frontline employees that are dealing with the day-to-day interactions with your customers are key. They are the ones who will make or break the service experience. The way customers feel about company is the how your staff makes them feel.
There are 6 mindsets that you as a small business owner should have to encourage your employees to be providing great customer service:
- Empathy – show your staff that you empathise them and make them feel that they are understood
- Questions – ask your staff how they would like you to help them grow into their role
- Energy – shift your energy to support employees to deliver great service
- Heart – in order to empower your staff to be willing to serve better, trust and recognise their efforts
- Purpose – motivate and engage your staff to create positivity
- Practice – review performance, give feedback and encourage your staff to grow