Came across this article over at EnergyPulse that talks about how an elementary school in Texas went from nothing to becoming one of the best elementary schools in the state.
How did they do it?
The school principal is quoted as saying, “In order to run a successful business, you must treat your customers with dignity and respect.”
The article goes on to offer some customer service tips - two of them outlined here:
- Hire a company to survey customers who have recently interacted with your utility to get their feedback on what went well in the experience and to ask them what could be improved.
- Make sure your staff has the knowledge and skills to handle emotionally charged situations. When people lack the proper skills to deal with emotional customers, they tend to react instead of proactively creating a solution.
When I was a manager of a women’s clothing store, my friends would always tell me about their visit into my store when I wasn‘t there. So, if you’re a small business and don’t have the budget to hire a mystery shopping service, why not ask your friends to do you a favor?
As for dealing with “emotionally charged” customers, well, that’s an area that will need proper training. Perhaps I’ll cover that in a future post ;) (Don't forget to subscribe to this blog to keep updated!)
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