Customer service is the backbone of Cullen Scholefield. It is our unique, personable approach to each and every candidate and client that keeps us going, so we are delighted to be sponsoring the Customer Service Award at the Johnston Press South Business Awards 2014 this September.
We are thrilled that we’ll be showing our support to those companies that pride themselves on customer service just as we do. It seems silly that some companies let customer service fall by the wayside. For companies like Cullen Scholefield, our customers are our bread and butter and it would be silly for us to neglect them.
As someone who has worked in customer service for seven years, mainly in waitressing, I have some great stories, but it is when I have been a customer expecting good service that I have been most shocked. The past few weeks my car has become a sick bunny which means I have spent a lot of time at the garage and, considering I have been their customer for 5 years, they make no effort to make me feel cared for or valued. This has really opened my eyes to what makes good customer service and what doesn’t.
So what makes the difference when providing good customer service? A lot of it comes down to that first enquiry and the first impression you give of your company and the product/service that you offer.
1. Gauge the knowledge of your customer
At the enquiry stage, there is a disparity in the level of understanding held by the customer and the seller. The seller will know more and the customer will know less. It is important to inform the customer without patronising them or confusing them. For example, the mechanic presuming that I didn’t know what an alternator was and acting surprised at this fact, didn’t make me feel good. Equally, telling me all of the nitty-gritty technical stuff of a car battery wasted my time.
2. Know your product intimately
There is nothing worse than trying to find an answer to a question and coming up against a brick wall of ‘I don’t know.’ It infuriates the customer and devalues your credibility. Make sure that all customer facing employees have some knowledge about the product and that they know who to refer someone to in the event that they don’t know.
3. Respect and value your customer from the beginning
That first enquiry counts for a lot when securing business with a customer. When we get an enquiry from candidates we have our priorities which need to be addressed in that first call.
- What are they asking for?
- How can we give them what they need?
- How can we go above and beyond?
Sometimes we find what they are asking for might not be what they really need and we have to explain why this is. Going above and beyond can be something as little as pointing out their potential and unfortunately some companies don’t invest the time and the energy into sussing this out at the beginning.
4.Keep in touch
Your business may be done and dusted with a client, but that doesn’t mean your relationship is. If you have provided a good service then they may consider coming back to you in the future with more business, but you need to make sure they know the door is still open. Keeping in touch has a multitude of benefits. First and foremost it gives you a chance to update contact details which will clean up your database and lower your bounce rates. You can’t go back to clients if you don’t have their number so make sure you check in with them every now and then.
Reward yourself!
5. Reward Loyalty
It’s not all about new customers, your old customers need to feel valued too or you’re cutting repeating business out of your market. Small schemes to show that you respect and appreciate your customers’ loyalty will secure future business from them as well as their recommendation. Cullen Scholefield’s reward scheme is called “Where will we take you now?” and we will reward any client or candidate who returns to us for more business with 6 bottles of Ridgeview Vineyard’s finest bubbly to celebrate. Have a look here!