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GLASStalk
Broco Glass Group
Summer 2010 Edition
Build Loyalty and Profits with First-rate Customer Service
by Michele Bicego

Customers expect fast, convenient, and quality service. Motivated and engaged employees will deliver exceptional service, which in turn creates customer loyalty. How do you tap into your employees' customer service potential? You can motivate them to deliver end-to-end service that keeps your customers coming back.

• Set your standards high and communicate to all your employees by posting your customer service philosophy where everyone can see it.
• Inspire the right attitude by focussing on past positive customer service experiences and the factors that made the experience extraordinary.
• Create a sense of team so employees feel like they are all working together and have a shared responsibility to keep customer service levels consistent.
• Monitor and maintain high levels of customer service to gain customer trust and repeat business.

There is a saying that if you aren't taking care of your customers, your competition will. With these strategies in place, you will increase positivity, productivity, and profitability while earning your customer's long-term loyalty and newly referred customers.

Michele Bicego is a business coach who works with clients who want to improve their people and business performance. For more information, go to www.vibestrategies.com. Contact Michele michele@vibestrategies.com or 604 275.0115.