Writing The Big Book of Customer Service

Writing The Big Book of Customer Service Q: One of the big chain bookstores recently opened next to my small library. I see my business starting to decline. Is there anything I can do to compete with the bigger store or should I accept the inevitable? - Peter QA: A wise man once said, "The inevitable is never a sure thing." Do not hurry to close the book on his work, Peter. You probably can not compete with the supermarket in the volume of inventory or prices, but there are other things you can do to help keep customers coming into your house. One of the best ways to secure customer loyalty is to offer customers service.It 's funny that you are a bookseller. Let me tell you my last visit to one of the large chain bookstores Aug. few weeks my daughter was a teenager found in the classic book, once and future king, a school project that must be done in the summer. It 'was a Sunday afteoon and the store was crawling with customers. We spent fifteen minutes scouring this great warehouse of a bookstore, but could not find the book anywhere. In addition, it could not find anyone who worked there to ask help.Finally, I was against the front and asked the apathetic teenager who wanted to save the crew if they had the book in stock. She looked at me as if I asked him to do advanced calculations in his head and said: "I do not know." I asked if he could check his computer for me. She looked at me again, this time, as if he asked me to rotate the tires on my car without a jack. After a minute of playing the keys with their long nails (which were painted black, by the way) said: "Yes, I have." "Great," I said. "Where can I find?" He looked at the screen again and said: "He says it is in the classical section. "Great," he said again. I use the word "great" many times when I'm trying to limit my strangulation of incompetent sales people. "When the classical section can be?" She did not bother to look at me or the team this time. He just shrugged and said: "No idea, man. I worked only one week. "I wanted to ask if there was someone who worked long enough to know if the # $% ^ classics section, but which has long had a dozen people behind me in line to pay for books that had somehow have found their own.I went home and ordered the book online. Is to support my bookseller.It 's a pity that his shop is not close to me, Peter. I bet that if we walked and requested a copy of the King and the future, when you could almost say the square inch that the book is on the shelves of your store. I bet that if you do not have a copy of the light will go out their way to order me.That is the best customer service is about: excellence, to meet his client. This is what will keep customers retuing to your store time and time again.Superior customer service translates into improved customer satisfaction, which leads to repeat business, which leads to the Holy Grail of retail retail retail customers loyalty.Here are some tips on how to improve customer service and promote customer loyalty: 1st Anyone on staff who deal directly with customers must be well dressed and treated appropriately for the job. Customers more than 25 years do not receive a warm and fuzzy feeling, if the rate of processing your credit card and wear a shirt and matching Ozzy Osboe ring.2 nose. Sales personnel should be knowledgeable about the product they sell. Can not tell you how many times I asked a simple question and a seller is only a blank look in retu. The lack of knowledge of the product does nothing to instill confidence in customer.3. Your staff should know where each product, without having to ask a manager or consult a computer. At least they should be able to bring the # $% ^ classics section without blinking an eye.4. Make it a point to know the name of his client. Nothing makes a customer feel special, like the sound of his name. You can not remember the name of all, obviously, but you should try to remember the names of customers who come regularly. I REQUENTLY a particular restaurant and the owner not only knows my name, but the names of my wife and children. And every time you set foot in his restaurant that calls me by name and shake my hand and personally leads me to a table. I am not a customer. I feel like a friend.5. Offering personal service that big do not. Anything you can do to make your life easier to the customer will be remembered and appreciated. If a customer enters and asks for a book that does not have to offer and deliver the book at home so you do not have to make another trip to pick it up. All this will cost you just a few minutes of your time and not only save a sale, but also make a lasting impression to the customer. The next time you need a book that his boss way.There are other things you can do to fight Goliath the library, Peter, but to offer superior customer service is a great place to start.Here 's for your success! Tim KnoxSmall Business Q & A was written by veteran entrepreneur and columnist, Tim Knox. Tim serves as president and CEO of three successful technology and is the founder of DropshipWholesale.net, a line dedicated to the success of online and eBay entrepreneur.Related Links: