How can I improve customer service?

The first stage in improving customer service is to find out what standard of service your customers want, and then deliver it. You can start by asking them directly.

You then need to set some measurable standards of service and make sure all of your staff are working towards them. By monitoring performance to these standards on an ongoing basis you will have something to work towards in identifying the improvements needed and putting them in place.

Listen to your customers – encourage all staff who are in touch with customers regularly to record and feedback their comments. Customer expectations can change over time, and you need to stay ahead of them.

And communicate with your customers – let them know about supply issues before they become problems. If appropriate, establish a regular programme of communication.

‘Customers’ business advice article: Crown Copyright © 2002-2013

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