Epping Forest Woodland Burial Park has won the coveted Customer Service Team of the Year award in the prestigious National Customer Service awards.
They beat off competition from a host of household names including O2 and Butlins to claim the prize.
Now that`s what I would call a bit of a result.
By nature of the business I would expect them to have a high standard linked to the sensitive nature of their service delivery.
So does your service delivery stack up?
Let me ask a few questions
- You have a customer guarantee statement – Does this really show the quality of your service ?
- You pop the answering machine/voice messaging service on when you leave the office. Does your recorded message provide a prospective customer with a good initial impression of your business?
- Your web site, is it really a window in to your business? so is it bright and sparkling, or is it in need of a quick shine ?
- Do your staff have pride in working for you? if not, why not?
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Do your customers come back with repeat business? If not why not?
This list could go on, and on , and on…………
So, do any of the above strike a chord.If so then it`s unlikely that you will reach the dizzy heights of being recognized and awarded for your excellent customer service. Dont panic as the situation can be turned around with a little effort.
The route cause to all of the above example questions is communication, either written or verbal.
Using the example of Epping Forrest Woodland Burial Park, clearly they understand the needs of their clients and the sensistive nature of their service delivery. I am sure this is down to clear and concise communication in their training sessions.
So, if you are looking to increase your turn over in 2010 now is the time to look inward and review what do you think is the impression either a new or existing customer gets when they contact you.
The solution is easy.
- Communicate regularly with your employees.
- Ensure employee`s feel they are part of a caring and quality driven company
- Refresh your web copy
- Post customer testimonials on your web site
- Refresh any tired answering machine/voicemail messages
- Follow up on enquiries promptly
Yes, I know the above all seem common sense, but in a busy working environment these are slipping off the radar. If you are struggling to make these changes then seek some professional help. It`s not as expensive as you may think, and it will get you the results you are after.
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