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Alicia Smith is really a Coach and Trainer whose specialty is helping coaches to Make Money Now. This information is based on just one of the 90 lessons found in her e-course, 90-Day Marketing Marathon. To learn more about that course and her other products and services, check out the next sites. (You also can email her at alicia@aliciasmith.) 90DayMarketingMarathondiscninjaInternetAssessments

By: Alicia Smith

Customer Service Policy Geared For Excellence One unhappy customer will tell the world about inferior service while a contented customer rarely tells a soul. Your challenge as a business owner would be to create a buzz so positive about your products and services that the customers and clients will end up your raving fans and can tell the planet in regards to you!
Your lesson for today is to put pen to paper and write a rock solid customer support insurance policy for your business. This insurance policy should state explicitly how you will treat your visitors at each and each turn. By answering the next questions, you'll have covered the fundamentals of your customer service program.
Are you ready?

1. Who's your customer, and just what are you doing to get to know him or her on the personal level?
Examples: Customer profile cards
One employee assigned to following the wins and wows of the customers
A bulletin board celebrating the events within the lives of your customers
2. What's your return policy, and just how are customers treated once they return an item?
Use exactly the same courtesy you used whenever a customer purchased an item.
3. What's your insurance policy for returning telephone calls and eMails?
Customers generally want a response within Twenty four hours, which policy ought to be stated and posted.
4. So how exactly does everyone in your company answer the telephone?
People want a cheerful voice on your end of the telephone. They also do not want an active signal once they call.
5. What's your policy for coping with customers during a wait?
People love special treatment. Use this time to roll out the red carpet by providing coffee, a soda, or a glass of sparkling water.
6. What's your policy for training staff on how to serve your customers?
Spend 1 hour, two times per month, educating your staff on how to treat your customers. Laser hair removal might make or break your relationship with your customers.
7. What's your insurance policy for coping with vendors as well as their products?
Your vendors really are a a part of your organization, and also the quality and care, that you simply request from their store for the customers, should be exceptional. Remember...if your vendors are not providing you with outstanding customer service, your clients/customers are affected.
8. If you provide a guarantee or warranty, are you currently honoring this?
If your customer recognizes that your products or services is guaranteed but you will find too many loopholes that make this null and void, you will lose trust with your buyers.
9. Who's your benchmark?
Benchmarking may be the continuous procedure for measuring products, services, and business practices of the company from the toughest and best competition in your industry. Your benchmark could be anyone and doesn't have to be restricted to your local region. What is the best company in your field doing that you are not doing or that you can do better?
10. What is your insurance policy for coping with customer complaints?
People do not want excuses of your stuff regarding poor service. They want help, plus they want words which are empathetic for example "I let you know are disappointed. I am so very sorry. Allow me to find out if I'm able to assist you of this jam." If your customer thinks there is a problem, there is a problem. A person is always right even if they're wrong.
11. What's your shipping policy (should you ship products).
People want quick delivery, plus they want their product delivered in impeccable condition. Work this out on paper and become ready to tell a customer with confidence that she or he will receive the product quickly and in a fit condition!
12. How do you have a client updated when a product is on backorder?
Keep the lines of communication open by sending frequent updates on the status of the customer's wait.
13. What are your hours of operation?
This seems simple, but it is extremely important. People want to know when you're open so when you're closed. Post these in your website and add them to your voice mail greeting.
14. What are the 20 ways that you increase the value of your visitors?
Do you are offering private sales? Do you offer discounts to current customers? Would you invite your visitors in to sample new products and services prior to the public gets a peek? Do your very best to come up with at least 20 ways that you increase the value of your services, and deliver individuals with a wonderful attitude? Would you provide a kid's corner, Valet parking, a Concierge service, or something which makes your visitors go WOW? Think creatively about this question, and are available up with a minimum of 20 ways you increase the value of the life of your buyers. This could be simple things like special soap in the restrooms or the most current selection of magazines inside your waiting area.
15. How often would you use client satisfaction surveys to enhance your business?
Surveys are a great way to discover what's point of interest of the customers. On Day 76, we will be asking you to develop a customer survey, so begin considering what it is that you'd like to learn that will enhance the effectiveness of the company.
? Copyright 2004 by Alicia Smith