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  Have you ever made contact with a business or a company’s product/service and was utterly disappointed by the way they carried out their service delivery? Or perhaps you are in a situation where you are stuck yourself with no clear direction on how well to carry your customers along.
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Several organizations are out there, applying marketing strategies to sell their products and services to customers, however, they tend to struggle with customer retention. It is not enough to convince your customers to buy from you, in fact, it is more important to secure their loyalty and keep them wanting more from you. This desire will automatically make them even market your business to their close contacts. One great way to ensure this happens is by establishing a working customer service system that can cater for the needs of your customers. Here are a few steps you can take to create a customer service system that works best for your business, and would help you be in better terms with your customers.

  • Communicate Your Core Values

While running an organization, it is important to first, sell your vision and values to your employees. This is because they are the ones to interpret it in their service delivery process to your clients or customers. Most times, employees are just there for the pay cheque. The job descriptions on their appointment letters are not enough to educate them on their roles to the customers they are serving. You must ensure that customer satisfaction is the prime of your company’s core values. Constantly communicate it to your team and reinforce it during seasonal trainings. This way, they are fully aware of their roles and responsibilities to customers.
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  • Build A Customer-Centric Service

Your product/service must be able to proffer solutions to the needs of people. That will be the reason they will patronize you in the first place. Don’t come up to your prospects and start speaking grammar on how well your product is designed. Will it solve the problems in that chosen niche? That is what you should be concerned about. Focus on the quality of your product/service with respect to how well it can serve your customers and not how cool it will look.

  • Magnify Stewardship

Customer satisfaction is everyone’s business. Your team should be aware of this. Some businesses make the mistake of segregating duties to the extent that some units or individuals feel they are not concerned with how well their collective efforts result to a seamless customer service delivery. Every employee should play their own part in ensuring that customers are well taken care of. This is where stewardship plays out. Everyone and every department should be held responsible to their duties, in respect to how it translates to customer satisfaction.

  • Employ Feedback Mechanism

In the process of improving on your product/service quality, ensure that your customers are in the loop. Customers want to know that you are interested in their wellbeing and that although, your product/ service may not be perfect, you’re constantly open to improvements. This requires that you employ a customer-feedback mechanism. Be open to take queries, complaints, suggestions and reviews, as they will guide you to building a system that works better for everyone. Establishing a working customer service system is definitely not an easy pie. However, with proper team management and process optimization, it can become a reality. Invest in customer satisfaction and in the long run, you will be glad you did. Featured Image Source: Dew CIS Solutions
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This article was first published on 29th September 2021

chidiogo-akaelu

Chidiogo Shalom Akaelu holds a degree in English and Literary Studies, from the University of Nigeria. She is a freelance writer, editor and founder of Loana Press, a budding online publishing outlet.

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