Customer Service Policy
1) Answer the phone.
Alessi Manufacturing has a full time staff and when a client calls they can always reach someone from our staff provided it is during normal business hours, and we have an auto attendant and answering service to help our customers get to the right staff member as well as handle their call after normal business hours.
2) Don't make promises unless you plan to keep them.
We don't plan to keep them. We keep them ! Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, "Your new bedroom furniture will be delivered on Tuesday", make sure it is delivered on Tuesday. Otherwise, don't say it. The same rule applies to client appointments, deadlines, etc. Our staff knows to think before giving any promise and to be realistic- because nothing annoys customers more than a broken one.
3) Listen to our customers.
Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn't been paying attention and needs to have it explained again? From a customer's point of view, I doubt it. Can the sales pitches and the product babble. We listen when our customers talk and we show them that we are listening by making the appropriate responses, such as suggesting how to solve the problem.
4) Deal with complaints
No one likes hearing complaints, and many of us have developed a reflex shrug, saying, "You can't please all the people all the time". Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.
5) Be helpful - even if there's no immediate profit in it.
The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band – and charged me nothing! Where do you think I'll go when I need a new watch band or even a new watch? And how many people do you think I've told this story to?
6) Staff training - always be helpful, courteous, and knowledgeable.
We train our staff about good customer service and what it is (and isn't) regularly. (Good Customer Service: How to Help a Customer explains the basics of ensuring positive staff-customer interactions and is our company's go to guide.) Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know, but so-and-so will be back at..."
7) Take the extra step.
We don't just tell you where to find an item and send you away without any guidance. We lead the customer to the item, and better yet, we wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
Rick Alessi Jr.
Alessi Manufacturing Corporation