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CUSTOMER SERVICE BECOME A BETTER BUSINESS<br />
TOP TIPS<br />
FOR<br />
IMPROVING<br />
YOUR<br />
CUSTOMER<br />
SERVICE<br />
01 02 03<br />
BE CLEAR AND GET BUY-IN FROM<br />
EVERYONE<br />
You absolutely need every single<br />
member of your team to understand<br />
what you are trying to deliver in<br />
terms of customer experience. Be<br />
clear on the overall mission, and also<br />
on the specific ways that individuals<br />
can help to achieve that. Whether<br />
it’s the salesperson in the showroom,<br />
staff representing you at a show<br />
or exhibition, or the people on the<br />
phones <strong>–</strong> if everyone knows the<br />
standards expected and your specific<br />
plans for how to help achieve these,<br />
then you are halfway there.<br />
MAP THE JOURNEY OF YOUR<br />
CUSTOMERS<br />
One really good way to fully<br />
understand your customers’<br />
experiences is to map out their<br />
journey with you. Examine each<br />
aspect, from first considering that<br />
they might be interested in the<br />
product category you operate in, to<br />
researching your brand online or instore,<br />
to dealing with the company<br />
and making a transaction <strong>–</strong> and then<br />
also what happens if something<br />
goes wrong. Seeing things through<br />
the customer’s eyes is one very direct<br />
way to work out what you need to<br />
improve or change in the customer<br />
experience you offer.<br />
MAKE YOUR EXPERIENCE<br />
MEMORABLE<br />
A customer’s experience of dealing<br />
with you should be memorable, this<br />
is something that can really work<br />
in your favour when something<br />
does go wrong. If a customer’s<br />
usual dealings with you leave them<br />
thinking “that was a nice touch”,<br />
then they are likely to be more<br />
understanding and reasonable in<br />
the case of a problem. How can you<br />
make your customer feel special?<br />
What extra value can you add?<br />
Something as simple as a small<br />
free gift with an order or showing<br />
genuine interest and authentic,<br />
unbiased advice on their purchase<br />
can make all the difference.<br />
56 | www.campingtradeworld.com
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