Today, I’m sharing what NOT to do if you want good customer service systems! There are three main mistakes that I’ve made in the past that have really cost me. They’ve highlighted glaring systems flaws – and simple ones too.
Customer Service Systems are systems that enable your customers to have a smooth flow when they are working with you – but also before and after the process too. As I was thinking about this topic, it became clear to me that business systems don’t just make life easier for the entrepreneur. They make life easier for the customer too.
Systems such as a appointment booking calendar linked to your online calendar, follow up systems for after sales service, and automated tasks prompt you to get back to a customer are simple in theory, and simple to set up, but very embarrassing if you don’t take the time and effort to organise.
Simply, when you get busy, the holes in the customer service systems will show, and usually with one customer you wish it wasn’t – or is that just me.
Customer Service Systems: What NOT To DO!
So – watch my short video (it’s only 6 minutes!), where I tell you about 3 rookie mistakes that I’ve made in my business, and how customer service systems can help to reduce these missed opportunities to wow your customers and make them feel loved.
So, here’s your action for today:
Map out the customer touch points for one of your products or services.
- Identify all situations a customer interacts with your brand
- Record the customer experience each time
ie. a web page and the link, a reminder, a newsletter, an invoice, an offer
- Check in on each touchpoint, and check the process is running smoothly
What needs to be automated?
You could even create checklist for each point that includes your branding, where to from here, expectations etc, so that the customer knows exactly what’s happening at each point, and what they need to do.