Good customer service: everyone thinks they offer it; no one will admit to bad service unless they have to. But, how can you differentiate ‘good’ from ‘great’ customer service that gains you glowing online reviews, fantastic testimonials and customer recommendations left, right and centre?
If you’re considering training here at Access Training and have aspirations to be the best self-employed tradesman you can be, here are a few tips on how to measure your performance and how you can improve your customer service:
What is Good Customer Service?
Good customer service is subjective. Everyone has their own idea of what this is, so deciding if you think you offer it can be tricky. However, common factors could include:
• Being polite and friendly
• Never arguing with a customer
• Going above and beyond to help the customer
• Following through on promises
• Putting the customers’ needs before making profits
• Having an in-depth product knowledge
• Knowing what your customer wants and expects of you
• Dealing with feedback appropriately
• Clear communication
• Making purchasing quick and easy
How to Measure Customer Service
Let’s face it, people are more likely to make a song and dance about bad service than being vocal about excellent service. So, how can you get a true representation? Well, in order to measure your level of customer service you need to identify key performance indicators (KPIs) and to track how these change over time.
One way of doing this is using customer satisfaction surveys. These are a simple way of finding out your strengths, weaknesses and if your past customers would recommend your services. Asking these customers to mark their satisfaction on a scale will not only help you improve, but it will show that you value their opinion and are genuinely seeking to be the best you can be. Who wouldn’t want to use a tradesman with qualities like that?
It may be worth offering an incentive to customers to fill in your survey or to recommend your services, though if you have provided particularly excellent customer service they may be likely to do this without enticement. Perhaps send an email or letter asking for feedback a week or two after you’ve visited them?
Make sure to make a record of all the feedback you receive and to compare your progress over time. If feedback remains positive, keep it up, but if satisfaction decreases you’ll know changes need to be made.
The same goes for the number of referrals you get. An increasing number of clients that come to you as a result of recommendations is an encouraging sign.
Happy customers are repeat customer, so if the same clients use you every time they have an issue (however often this may be) this is a positive sign of memorable, high-quality customer service. Why not send these loyal clients a card or small gift at Christmas to show your appreciation of their business?
Average Resolution Time
Nobody is perfect. Sometimes problems can’t be avoided. But the way you handle these issues can be a great sign of skill. If you can successfully resolve an issue in a timely manner, this is likely to improve the customer’s experience. Therefore, if you can keep the average resolution time low, this could reflect the quality of your overall service.
On another note, it may be beneficial to routinely analyse these issues to see if there are any recurring problems. Solving these could give you that much needed boost from ‘good’ customer service to ‘great’.
What Do Our Students Say?
Our team have received a number of wonderful student testimonials over the years; you can read these on our testimonials page here,
or get in contact with us to share your own thoughts. Tweet us @atwcourses