In order to achieve high customer satisfaction levels, your staff need to be provided with everything they need to complete the job sufficiently. You should always make sure your customers receive the exact same service that you would expect from anyone entering your home and treat it as it if were your own home.
You need to have the correct procedures and systems enforced within your company to ensure consistency and the same high level of customer service throughout. Here’s 10 top tips to help you on your way to achieving high customer service levels.
- Communication – Talk your customers throughout every process and keep them updated with what’s going on and explain how you’re achieving each stage, it’s exciting for them to know and it also helps them feel involved and knowledgeable.
- Trust – Trust your fitters to do the job well and to incorporate all training and systems provided. Make sure all staff at the office are on hand to help your fitters whilst on site to give them any backup and support they may require. You are all part of a team and when you work together everything runs much more smoothly.
- Respect – Be respectful that you are are working inside someone’s home, beware of language used and raised voices when things are going right. Remember to be polite and conscientious at all times.
- Knowledge – Make sure you have excellent knowledge of the product you are installing and any upsell products, this will show the customer that you know what you are talking about and it will put them at ease, reassuring them that the product will be expertly fitted.
- Take Notice – When you are explaining things to your customer, take note of how they are responding, if they seem confused or unhappy in any way, ask them if they have any questions and if you can help them in any way to put their mind and rest and help them to understand the situation.
- Understand – Remember that everyone has individual requirements and everyone’s home structure is different i.e. with elderly or disabled persons, families with young children and babies and those with pets. Understand that they may need access to specific doorways and rooms and ensure they have an area they can feel safe in while you are working.
- Preparation – You hope they won’t, but sometimes things can go wrong when working on site and its best to prepare for these situations and make sure you deal with them appropriately. If you can solve an issue rather than make more of a problem from it, the customer will be impressed and much more understanding.
- Time Management – Work on your time management skills and plan each job from past experiences, set time schedules that are realistic to ensure they can be achieved. A top tip would be to ensure all equipment needed for each job is collated and kept together so it is ready for when your team leave off for the job.
- Appearance – Even though you are a workman and may end up messy by the end of the day, ensure staff always turn up looking smart and professional with clean uniforms, shoes and work vans.
- Work Hard – And of course last but not least, always ensure you and your team work hard at every job and put the effort in to make sure it is completed to the highest possible standards.
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