Do you have good customer service? Do you feel simply changing customer service software could improve your customer service? In most cases, customer service can be improved. Here are three keys to better customer service:

1. Be Proactive rather than Reactive.
Sears has not achieved their success by doing the exact same thing for the last 30 years or by simply reacting when a customer complains. What does the front of the catalog emphasize? Customer service! How do you know that? Because the front of the catalog always says “We’re always open. Prices guaranteed until . . . Our phone number is . . . ” Customer service is in the forefront.

2. Listen to your customers.
Guessing what your customers need or want will not satisfy your customers. Only when you start asking them and actively listening to their responses will you begin to understand what they want and need. Then you will be better able to supply them with what they are looking for.

3. Know what makes your company different from your competitors.
Research your competitors. Understand what they offer. Learn what their customers like. Figure out what you do or have that is different . . . and better. Know why it is better and more desirable. Which points are simply features and which are truly benefits. For example, lower prices are not better customer service – they are simply better prices. However, calling a customer to see what problems or questions they have is better customer service if nobody in your industry except you does that.

And always use a software that offers the kinds of features and benefits that your company needs. Never pay for features that are of no use to your company. Realize true value for the money you pay and give your customers value for their time and effort.