Improving customer service is one of the best things you can do for your business. Before you can improve customer service, you must improve employee morale, communication between employees, and communication between employees and supervisors. A poorly run office or shop is reflected in how your employees work with the customers. If an employee does not feel good about his job, he or she exhibits this attitude to your customers.
Once communication and employee morale are established, you must ensure that communication between your employees and your customers is top-notch. If a customer is cranky, employees must understand that they cannot retaliate with rudeness. They must try to make the customer happy. Remind them that many times, the customer is already primed for a hassle because he or she experienced negative customer treatment at another place that provided the same type of service as you provide.
If your employees make a mistake and a customer is upset, make sure that they know how to work with the client to make them happy. If you prefer that someone in a supervisory position work with any dissatisfied customers, your employees need to know to refer the individual to that supervisor or to someone who specializes in working with unhappy customers.