he business world is full of great people with great ideas, and plus some weak ideas and everything in between.

But there is one thing everyone should have in common if they want to keep their doors open: the need to offer excellent customer service.

This should be a goal whether someone has an actual location or a virtual location. Whatever your product or service, you’ll be working with customers and clients. Some will want to order from you, some will have questions and some may not be happy with you.

A focus on customer service at every level of your organization is vital, since everyone potentially could be the face of your company, depending on the context.

While you may, and probably should, have at least one person, preferably more, dedicated to front-line support, with more training and skills in this regard, everyone should be trained in the basics for any occasion.

Start with these strategies to boost customer service for everyone.

Provide multiple ways to be contacted. It’s easy just to think of phone calls or walk-ins as the only ways for customers to let you know their concerns, questions or complaints. But today, people interact in so many different ways that they may want to contact you through text, email, or social media. Be prepared to receive messages from these sources and respond appropriately.

Be ready to listen. Customer service pros know that frustration or anger with a product or service is often the final straw in an already bad situation. So there is some venting that goes on, and relief that’s possible if a situation is resolved to the customer’s satisfaction. But their anger could be intensified if things become difficult, such as waiting in a phone queue for a long time.

Be ready to apologize. Whether or not it is your company’s fault, customers like hearing a sincere apology, a promise to improve and a visible effort to fix a bad situation. This can turn an unhappy customer into someone loyal and forgiving.   

For more business advice, including financial strategies, visit JNI Lending.