5 steps to golden customer service
13 April 2017 941 Views
Walk in your customers’ shoes
Experiencing your business as your customers do would be our number one rule. How often do you take a step back and `mystery shop’ your own agency by turning tables and becoming your own customer? So, send an email or online enquiry, call at different times of the day, interact on social media, send a friend into your branch – think of every possible contact point and see how it works and how it feels.
Speak in your customers’ language
A confused customer is an uncertain and uncomfortable one, so be sure you are clear, not only in the information you are giving, but the way you deliver it. Keep any jargon in the office. Understanding your customers - their needs, timescales, circumstances and what drives and motivates them, will be key to getting your communication with them just right.
Keep service at the heart of your business
Regardless of how big your business grows or how busy you are day-to-day, fail to put the customer first and you’ll soon stop growing. It can be a challenge with other demands around you, but whatever you need to achieve in a day, first and foremost think back to the golden rule in point one. Do this and you won’t go far wrong.
Listen never assume
However successful, no estate agent can afford to be complacent. They need to be listening to their customers constantly to gather as much honest feedback as possible. Never assume you know what customers want. What works today may not work tomorrow, so listen, recognise when things need to change, and act wisely on the information. Don’t be afraid to mix things up a bit.
The little things are the big things
Moving home, selling or renting can be a stressful time. When thinking of customer service, it’s not the act of buying, selling or securing their home itself that will resonate with customers during and after the process, but the way you made them feel along the journey. Small touches of expertise, understanding, kindness and consideration make a huge difference. Customers want, to feel special from a smile and cheerful welcome to a little `good luck’ gift.
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Moneypenny looks after telephone calls for businesses of all shapes and sizes - from sole traders right up to multinational corporations. For larger companies, Moneypenny can either support an existing reception team or provide a fully outsourced switchboard function. Based in Wrexham, UK as well as Charleston, USA, Moneypenny has over 500 staff, a figure that is growing at a rapid rate. The company was founded by a brother and sister team in 2000 and currently handles over 10 million calls a year for over 8,500 UK businesses. Moneypenny is proud to have won the Queen’s Award for Enterprise and has been recognised in The Sunday Times ‘100 Best Companies to Work For’ five times, including a top 5 listing in 2015 and 2017.
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