How can a company improve its customer service?

Expert Answers
samson98 eNotes educator| Certified Educator

There are many strategies a company can use to improve its customer service. Here are a few.

  • Inc. says that customer service begins with hiring quality employees--particularly managers--who are likely to remain with the company for an extended period of time. 
  • Forbes adds that employees should be available to customers who need help or have a complaint. However, employees should also not "crowd" customers who want to be left alone.
  • It is also very important for employees to take interest in the products or services they are selling; knowledgeable employees can help customers make informed purchases, but employees who are unfamiliar the company's products (e.g. those at many big-box stores) cannot help customers.
  • Employees should also be attentive to their customers' experiences so that they can correct problems before customers begin to complain. Inc. gives the example of a customer at a restaurant who has not eaten any of his or her food but has not yet complained. The article suggests that an employee should check with the patron to make sure there is not a problem, rather than wait for him or her to complain or leave the restaurant unsatisfied. Being attentive to customers gives them the impression that you truly care about their customer service experience.