Customer Service is a fundamental matter
No matter the business, customer service is something universal for all of them. Either you are offering a product or a service. Either online or offline. Either a really big company or you are just getting started. Customer service is a principle that must be applied to succeed in your field.
Any business needs other people to operate said Jamie from eavestrough Toronto People like to feel well-attended and psychologically speaking. They like to be recognized and acknowledge somehow, so with the correct techniques and behavior towards the people, you can ensure that your user will be a lifetime customer and will see your brand or your business as something that adds value to their daily lifestyle.
How much value gives your Gutter business to the lives of your customers?
First questions here are for yourself, are you adding value to the lives of your clients? Are you actually transforming a service that goes directly to the improvement of a home or an office into something “human”? Something that people value and see as something necessary? Do people think that your brand is something unique and valuable?
Those are the questions that you need to answer to know at which point are you now. If the answers are negative rather than positive, we already have identified that there is a problem and that maybe the business and the employees are not all in function of customer service and giving the people a unique treatment. That previous statement can only be concluded if you are sure that you are working at a 100% capacity and that the repair and replacement services are not failing in delivering or quality of that deliverable. So, first of all, check your operations, your delivery time and level of service, your relationship with the supplier and the general atmosphere within the company.
On the other hand, if you think that answers could be more positive than negative; or even if you do not have an idea, you can start thinking and reviewing that with our help. Here are some questions that you can construct in a survey, so you get affirmation of what you answered for yourself directly from the main source: your customers.
The questions and how to apply them
For this time of business, it is important to know a little about your customer so you can create a profile market asking questions like name, phone number, address, age, gender and so on. This first questions will help you to segment your results and maybe to create a marketing target to get more customers. It is also important to know the differences between the answers of one kind of customer or another. For example, by knowing if the customer is at home or their business? If it is a building or a one-floor house? If it is an entire complex or just one, replace or fixing service? That will allow you to know where the answers come from and quickly identify the improvements that may surge by making the following section questions.
Caring about what people think
You can ask the customers questions such as:
From 1 to 5, being one the worst qualification and 5 being the best qualification:
- How you qualify the service that the company that provides in the following sections?rn
- General attention
- Personal presentation
- Communication skills
- Please add a comment about your overall service experience with our company.rn
- What do you think we can improve to give you a better service?rn
Note that those first two questions are all given to know what your customers think about you. The first one is a closed type question which is very important to analyze results in a concrete and clear way. It says at the end something like: “According to the 100 customers answers, your general attention is qualified in 3.8 in a scale from a 1 to a 5“. That would be useful to track as an indicator so you can identify in which areas you can make a significant improvement; after development application and having passed a great time like a semester or a year, you can repeat the survey and see the differences.
Two following questions are open type so you can not only to intuit what you can do better but you will know your customers’ opinion which is vital. At that point, you need to dig in in every answer, identify patterns and compare with your thoughts, all of that so the business can grow according to the people’s desire.
More customer service tips here: https://www.reddit.com/r/socialskills/comments/3cb0jc/any_advice_for_working_in_a_customerservice/
About your work
In this section, you are seeking to know how the physical work executed at those gutter installations is regarding quality and time fulfillment. You need to ask if the delivery conditions are fully adjusted to their needs according to the type of job required if the delivery was on time and if all the documentation was in order and so on. So, for example:
- Was your service executed in a timely adequate manner? (Yes or No)
- If not, how long was this delay?
- Was the service perfectly executed? Is your gutter installation showing perfect quality conditions after your requirements were attended?
- Did the employee provide all the terms regarding prices, bills, and dates?
So here you have it, hope this article and that survey suggestion will enlighten and give tools about how to construct a better customer service at your gutter business. We are here to help and contribute.