Six simple steps to achieving customer excellence

National Customer Service Week (1-5 October) is the perfect opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the economy. ‘Behaviour breeds behaviour’ and happy staff lead to happy customers. Hence paying as much attention to the needs of your staff as you do your customers will help improve your overall customer service. Focus the team on delivering exceptional levels of customer service. Some of their customer practices may be adoptable in your organisation.

  • Implement a simple recognition and reward scheme that focuses on delivering exceptional customer service and fits with your organisation’s culture.
  • This statement underpins our every decision and we believe that ultimately, this is the foundation of our success.
  • This stage is normally activated when the customer is either not happy with the initial front-line response or has written in to complain.
  • Your customer service team can be the main difference between a prospect converting into a valuable customer or leaving your business premises before they even reach the checkout.
  • Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

And so delivery of award-winning customer service starts with focusing on their people. A pelican’s journey starts with their award-winning customer services academy. The academy provides all new recruits with a grounding in their approach to customer experience and their key customer facing processes. In a recent industry report, a loyal customer is on average 10 times more valuable than their first ever purchase which is good news for any business. We all understand the benefit of paying for a quality product, certainly when it comes to hazardous environments and having the correct accreditations, it is elementary. However, it seems as though this is a good way forward for a sustainable business of all kinds.

Achieving business outcomes with service excellence

We have made them clearer, more relevant to the work we do with our customers and easier to find on our website. Firstly, review how your staff feel about the organisation and their managers. Some of the options include staff surveys, staff representative schemes and internal forums. If team members feel valued by their managers and the organisation as a whole, they are likely to perform better and engage with your customers well. Lastly, to help cement a high performance team culture, see our tips on building high performance teams.

Our offer is a comprehensive range of services to support your business. Parts and service businesses should already be designed for aftermarket complexity, long-term relationship management and service business models but often aren’t or are out of date. Aftermarket excellence therefore requires an upgrade of your business systems, processes and organisation.

From Our Aftermarket Insights Library

Please do challenge us – you should see these values illustrated at each business centre every minute of every day. Choose a training provider who will really get to know your business and who can support your business strategy and service standards. An experienced and engaging training provider will be able to support you and your team in delivering personalised, tailored customer service, in a sustainable way. First class customer service is key to every successful business, regardless of its size, market, product or services it offers. In our modern digital age customers expect both instant results and quality of customer service.

Understand customer needs

Or secondly, an extension to the product or service they have purchased. All businesses experience customer complaints from time to time, it’s how you handle them that separates you from your competitors. Organisations who continually treat their customers poorly face a constant struggle to grow their business. Repeat business can only be achieved if a customer is willing to return to your company and is satisfied with the level of service they experience. Stephens Scown are delighted to sponsor the Service Excellence category for the 2023 Somerset Business Awards. In order to achieve customer-driven service excellence it’s necessary to first map the customer transaction.