Have you ever been to a store or worked with a company that had a great product, but their customer service was so inconsistent (or even bad) that you just couldn’t stand to do business with them?
As business leaders, we know that customer service is paramount to having both repeat customers and new customers that come from good referrals. At On Time Logistics, we research best practices for customer service and what’s more, we practice them ourselves!
Here are four truths we’ve learned about customer service:
You must have both procedures and friendliness
When customers interact with their employees, what is the experience like? Are they treated with friendliness and respect? Do you have procedures in place to handle their concerns … and do your employees know these procedures?
Without well-planned and well-known procedures, customers will have to wait and may not get the answers they need. But if you have perfect procedures established but your employees are non-empathetic or even just rude, the customer won’t care that their matter was handled efficiently.
Our couriers are well-prepared to handle a variety of different kinds of deliveries and are well-versed in the required protocols. And anyone who has met our messengers knows that they are friendly!
Look outside your industry for examples
Truth be told, your industry competition/partners may or may not be the best examples of customer service. So being the best in your industry may not mean much. Even if your counterparts are great at customer service, we’ve learned it’s always beneficial to look at how other industries manage customer service and then adapt their methods to your own industry.
Hiring the right employees makes a difference
Employees who are warm, empathetic and care about their work are vital to providing an effective customer service experience. All of our On Time Logistics family—from our contract couriers to our dispatchers—care about our customers and their needs. It’s far from an act—we truly appreciate our customers and want to make their world better.
Your company culture makes a difference
An employee who is well-respected and feels invested in the company will be more likely to provide a consistently positive customer service experience. Do you micro-manage your employees’ every move? Or do you go the opposite extreme and stay too hands off? Finding a balance between letting your associates do their jobs and providing appropriate guidance is vital to a positive experience for both the associates and your customers.
At On Time Logistics, our couriers are contracted, self-employed business owners who are deeply invested in our company’s success. We believe our customers can see a difference!
What other tips do you have for businesses when it comes to customer service? Share your ideas!