Customer Service Strategy

In customer service industry, there are some strategies that are most effective. Customer service strategy is created by idea which based on customer happiness. In my opinion, especially empowering the staff, enhancing customer loyalty, and taking advantage of feedback are the most effective customer service strategies.

 Providing good service anytime is one of important condition to get customers’ trust, so first strategy is empowering staff. Through the service if the staff doesn’t feel a sense of ownership, they cannot guide customers properly. In case, some problems are happened, but staff couldn’t do anything. It means that customer cannot trust them also the shop own. On the other hand, the staff who is empowered can deal customers flexibly because they have authority to make decision that are best for customers. Moreover, customers think they are reliable. It leads to the shop get trust from customers.

 

Second strategy is enhancing customer loyalty. Loyal customers are necessary to continue the business regardless of the size because the loyal customer is who use the shop over and over, use constantly, and recommend to people around them like family, friends. Loyal customer can be an advertiser. Therefore, loyal customer contribute sales, also they expand their potential. There are many ways to get loyal customers like using reward program, offering personal discount, creating a point system, and build A-plus value. These are not essential things for the business but if your business doesn’t use these, it’s difficult to get loyal customers. Famous business; Sephora, Starbucks, actually use these programs.

 

Last, taking advantage of feedback is effective strategy to improve their service. Through getting the feedback, they can know which part is their strong points, advantage and which is their room for improvement. In addition, they know who are the customer. Feedback doesn’t only give them a chance to know about themselves and also know more about customer. They can provide more suitable service as understanding customers’ age group, preference, needs and expectation. Feedback is also a perfect opportunity to built a good relationship with customers. By improve their service based on customers’ voice, customer think they really value.

Every business has different vision, customers’ needs, depends on these contents. However, each business can create their own strategies based on these three. It because providing great service anytime by empowering the staff, built a loyalty program and expand their potential customer then never stop getting better by feedback is productive strategies. Through these steps, their service more suit for customer.

references

Customer Service Skills text, pp.10-11,52,92