Four top tips for tip-top customer service

Four top tips for tip-top customer service
Enterprise Nation
Enterprise NationEnterprise Nation

Posted: Tue 30th Jul 2013

Great customer service will help you stand out from the competition. But what are the essential ingredients of a memorable customer experience. Glenn Jackson, MD of leading telephone answering service Moneypenny, shared his thoughts with us during our regular expert webchat last week.

Glenn Jackson of Moneypenny

Glenn (left) had stacks of great insights to pass on - here are his four essentials for any small business wanting to sharpen up their service. You can read the full webchat in the box below (just click and scroll).  It's also worth checking out our exclusive Moneypenny offer for Enterprise Nation Club members at the bottom of the page.

1. Put yourself in your customer's shoes "Too often businesses look at things from their own view rather from the customer's view. That can be as simple as transparency or friendliness. "When you call a business you want to know that the person who is answering the call is going to take your issues away. If you can give that confidence to your customers, then you can make them very happy!" 2. Customers need to be looked after "When you come across great customer service, you remember how it feels. From the moment you speak or meet a client, it's crucial to look after their needs. You would be amazed at the number of businesses who don't greet their customers well. "A major problem I see is that when companies become established they lose the original reason why they were different. You don't have to lose this, you just have to work that little bit harder." 3. Recruit for attitude "If your employees have the right attitude then you can teach them anything. After that, they will follow your lead. At Moneypenny we recruit approximately eight people per month and when they join, they copy the others in the company - but clearly the ethos has to be well established. If it isn't, then they copy bad habits. "Also, remind your employees what 'good' looks like. In fact, remind them what 'great' is!" 4. Use social media to handle client feedback "I do think that even if you have a problem customer, if you deal with it effectively and openly, they can become your biggest advocate. Companies are defined by their ability to recover. "The key thing now is that if a customer is unhappy, they will turn to Twitter and before you know it, a small problem has escalated. You can find out more about how to handle client feedback via social media here."

Replay the customer service webchat

Watch previous chats in the series

Glenn's webchat is the latest in a series of online Q&As we're running with leading brands. You can replay previous webchats in the series and pick up tips from the experts on topics that include email marketing, effective websites, managing events and branding.

OFFER: Try out Moneypenny FREE for two weeks, then get 50% off standard pricing****Â

We're offering Enterprise Nation Club members a free trial of Moneypenny for two weeks, then a 50% discount on Moneypenny's standard packages. The small business package offers:

  • support exactly when you need it delivered by your own personal assistant

  • callers put through to landlines or mobiles, and messages sent immediately via email or text

  • temporary cover for lunch times, holidays and illness

  • peace of mind to get on with what you do best.

Membership of the Enterprise Nation Club is just £20 a year and gives you access to a range of offers to help you start and grow your business, as well as exclusive networking opportunities, discounts on books and events and the chance to get your voice heard by government. Join the Club!

Enterprise Nation
Enterprise NationEnterprise Nation
Enterprise Nation has helped thousands of people start and grow their businesses. Led by founder, Emma Jones CBE, Enterprise Nation connects you to the resources and expertise to help you succeed.

You might also like…

Get business support right to your inbox

Subscribe to our newsletter to receive business tips, learn about new funding programmes, join upcoming events, take e-learning courses, and more.