Create a customer focused culture – live by the ethos that the ‘customer is king" and that nothing is too difficult when a customer wants or needs something. Make sure that servicing the customers is the number one priority of the business.

Provide a complete experience – ensure customer needs are met from beginning to end. Make the customer feel valued, even after the sales process is complete. For example, offer installation or ongoing support.

Reliable service – deliver products/services on time and as requested.

Accountability – accept full responsibility for providing high-quality products/services. Ensure the business honours its stated guarantees.

Efficiency – deliver products and services with minimum hassle for customers.

Assurance – create customer confidence in the business through a professional approach, demonstrated knowledge of products/services and reliability.

Attention to detail – attend to the smallest details. Show the business cares and is prepared to provide individual attention to customers.

Appearance – ensure the business image and appearance reinforce customer confidence.

Keep in touch – keep customers informed on progress and developments. Follow-up after the product / service has been delivered.

Recovery strategies – put processes in place so the business recognises problems when they arise and takes action to fix them.

Add value – explore how the business can offer a bit extra, such as supplying complimentary products or services after the initial sale or providing valuable follow-up information.

Visit the Office of Fair Trading to obtain a copy of The Customer Service Guide.

Your local Business Advisory Service can offer one-on-one advice on how to improve customer service.