Customer Service
Customer Service in any industry or company is as important as any other department or facet of the business. In many cases its importance supersedes that of other departments within the business. This is in part due to the communication technology today where one bad experience or one bad review can spread like wild fire and single handedly crush a businesses reputation. Customer Service in an Executive Car Service or Limousine Company is incredibly important as you are in a service industry and often times a very high end service industry, where people are paying a premium to be accommodated to their exact specifications. In many cases one bad experience from a corporate CEO will lose you the entire account and on the celebratory side one bad wedding experience can go viral on the Internet.
These bad experiences must be avoided in the first place and running an executive car service at optimum efficiency can go a long way towards eliminating any potential customer service issues. If you are running your business as best you can and doing everything within your power to service your clientele to their specifications then hopefully you will not experience many customer service issues. In the event that you do, or you are running a business that is not performing the way that it should be then be prepared to be dealing with a lot of angry customers.
Here are some 5 tips for executing proper customer service;
1) Remain calm. No matter how upset someone might be or how irrational their complaint is do not let your emotions get the better of you. If you get angry and attempt to over power the un-satisfied customer you will only make the situation worse. Many times people are just looking to vent, they will be loud or aggressive on the phone or when voicing their complaint but patience and kindness will help to swiftly diffuse most situations.
2) Listen to the problem. Make sure you are attentive when dealing with an angry customer. Listen to them objectively and carefully because many times correctly handing and fielding a complaint will help you to better manage and run your business. These people were clearly not satisfied and there is a reason why. Let them fully explain the problem address it with them and then address it within their company. Sometimes complaints are the best way to learn how to better your business.
3) Do not take it personal. Remember that this person or these people are not angry with you they have an issue with your company or your service. Taking it personally or passionately may only make the situation worse as you will react from a place of anger and not a position of understanding. Be empathic but do not think it is a personal problem or something against you.
4) Try to put your self in their shoes. Some times it is difficult for us to see things from the customers perspective and vice versa. If you show understanding many times a customer will appreciate that, even an angry one. Showing them that you understand their position will make them feel as if they are at least being heard and that they have a voice. They will not feel as if they are being taken advantage by some faceless corporate machine.
5) Do the right thing. Even though the customer may not always be right and some people can not be pleased no matter what you do, it is important you try your best to make things right. If you are in an industry, especially a service industry, referrals and word of mouth can make or break your business. If you gain a reputation for making false promises or having poor quality service you may as well pack your bags because you will not last long.
All Star Limousine is a Long Island, New York based company with an extensive global reach; we provide expert Wedding, Special Event and Executive Travel services throughout the Tri-State area and the world. We have over 30 years of experience in the travel industry; our attention to detail, 2013 top-of-the-line vehicles and professional trained Chauffeurs set us apart from the rest!