Take this quick customer service quiz

This is for those firms who are hiring Call Centers or have their own Customer Service Staffs. Make them take this short quiz to find out if they are treating your customers the way you, yourself, would like to be treated.

1. Do you really know who your customers are and whether
you are responsive to their changing needs? If you are
unsure, create a database to collect information on their purchasing
habits, likes, wants, and business practices. Be sure
to update the database on a regular basis.

2. When customers return products, are they treated the
same way as when they purchased those products?
How do you handle complaints? Use the same courtesy
and level of service when a customer is returning a product
as you did when he or she bought it. Treat complaints as a
way to improve your business and generate goodwill.

3. Are telephone calls answered promptly and returned the
same day? Do customers and clients complain that your
phone lines are constantly busy? Customers expect a
quick response. Return phone calls the same day, if possible.
And when customers call, they should never get a busy signal.
Voice mail can help you, but it should never replace a
human at the other end of the line.

4. If your product comes with a guarantee, are you honoring
that guarantee? If a customer thinks the product is
guaranteed, but finds too many loopholes that void it, you
could be perceived as dishonest. Honor all product guarantees,
even if the conditions are not fully met. Nordstrom
takes back any item, with no questions asked.

5. Does your staff really know how to serve your customers?
Make sure everyone on your staff knows exactly
what kind of service to provide. Review their performance
and reward employees for providing good customer
service.





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