Customer Service Training:
Create a Communication Plan for Your Business
Customer service is an important aspect of every business. And, it is even more important in today's economy. Buyers are cautious about where to spend their money, and therefore expect great results. Providing an exceptional buying experience is essential to every business. Happy customers lead to repeat business and referrals. Communication is one of the keys to providing great customer service. The communication must be there from start to finish. Creating a communication plan for your business is a helpful way to be sure you are giving your customer exceptional service. The follow are some tips to help you create your communication plan:
Starting off on the right foot - From the very beginning of the customer relationship, be sure to document everything. It is very important to have a system in place that will help you clarify and document discussions and decisions. If you are providing an estimate or proposal, make sure you are very specific. It is just like setting goals - they must be specific! Your proposal or estimate is essentially the goal of the project. If any item is left vague or questionable, then the door is open for an unhappy customer.
Follow Through - Once the proposal or estimate is agreed upon, and the project has started, be sure to maintain a communication plan. Whether the project requires touching base daily or weekly, make sure to stick to it. This quick chance to discuss the progress of the project with your customer keeps the customer involved. You may also catch a problem before it becomes one!
Document Changes - As the project progresses, if there are changes made by you or the customer, document every one. Even if there is no change to the final price, you want to have all changes from the original proposal clearly documented and agreed upon by all parties.
Follow-Up - Once the project is complete, have a follow-up plan. Whether it is making a phone call to check in, sending a thank you card, or having your customer complete a Feedback survey, making that final follow-up is an important piece of customer service. Your customer will know that you care about the work you performed, and you may get some great testimonials.
Take the time to come up with a communication plan to follow with each customer. It will help you stay on top of your customer service, and grow your business!
Devon Zimny:
http://ezinearticles.com/?Create-a-Communication-Plan-For-Your-Business&id=2647201
Article Content: Customer Service Management Training
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