Some are saying customer service is just a poor as always in some areas, or in fact, is declining as employees become more disgruntled with work conditions. Others say – such as the following article, that businesses have taken heed of the recession and have taken steps to improve their customer service as a result. And this in turn is helping the economy slowly begin to recover.

Perhaps it’s a little bit of both. The stronger and smarter businesses who know where they need to make changes to survive the economy have been making the right choices and taking action. The others who don’t care as much, or maybe don’t know how to make effective changes, are the ones suffering.

I can tell you one thing – the mention of customer service offices moving overseas too save money is definitely not the answer. In fact, I was quite disappointed to read that bit of information. While I understand the need to save money, outsourcing simply leads to a slew of other problems, as I’ve mentioned in one of my previous posts. Any companies using this method as a means to save money will only find themselves losing business because their customers will not be satisfied with their new customer service.

In the meantime, take a look at the article and see what you think. Are we moving out of the recession? Is customer service actually getting better? Let me know what you think!

Customer satisfaction has been on the rise since late last year and some analysts think the upward trend is a… (read article here).

Good news for everyone if the trend continues. And it seems to follow the predictions that there we would begin to see a slow economic revival as we move closer to the new year.

It’s important to note this for all business because it gives hope that things are beginning to turn around. I’m a big believer in hope. I’m also a big believer in taking advantage of a good situation.

Which means if you haven’t already begun making improvements to your customer service, now is definitely time to start doing it.

When people here good news about the economy, they start to breathe a little easier, feel a little more comfortable. They think that maybe it’s okay to spend a little more if they need something they’ve been keeping an eye on getting.

And it’s customers who are crucial to the survival of our economy in the first place. If you think about it, it’s all really a big Catch-22. People spend money in businesses. Businesses make a profit. Profits boost the economy. A good economy means more jobs, less unemployment. Which means people have more money and want to buy more.

Any negative impact effects it all. Hence our current recession.

So it’s important for people to spend money. And you want them to spend it in YOUR business, on YOUR products don’t you?

Give them a reason to.

Give them great customer service, great prices, great bargains, great quality, and they will choose you first before all others.

Of course it won’t be easy. A little good news doesn’t mean customers will automatically open their already pinched wallets. But you can give them a little more incentive to.

After all, helping your customers not only helps your business out, but the entire economic recovery. It’s simply a matter of time before it will all even out for the better. Why not give it a little extra push now?

However, I found myself going to a new Wal-Mart that opened up down the road from me and discovered I actually liked this particular store. The layout was fresh and open. Management was obviously doing double-duty to keep aisles neat, tidy and eye-appealing. And while I haven’t really had to deal with much of the customer service, the people I did deal with were friendly and polite. As for the crowds, I’ve learned if I go during the day, they are at a bare minimum – which is perfect for me.

Which brings me to why I’m writing this. I ran across an article today on how Wal-Mart, who has drawn a lot of new customers in due to the recession, is now in a position of figuring out how to keep those customers once the recession ends.

The article discusses their goal is to do a “cosmetic upgrade” on hundreds of stores, as well in bring in more products and better brands. The idea is to make their stores not just more aesthetically appealing to their customers, but more convenient as well.

The key idea that I picked up on that I wanted to point out here is “convenience”. When you deliberately and specifially make things more convenient for your customers, they take notice. And then they enjoy their shopping experience more because it’s been enhanced just for them.

Customer service isn’t just about the people experience. It’s the entire package. So when you can make small or large changes to your store that is appealing to the customer – even if it’s simply widening the aisles – it’s an added bonus to what hopefully will be a great experience for the customer in your store.

That doesn’t mean you don’t still focus on your basic customer service – the people. This should always be at the top of your list no matter what. And I was disappointed to see that there wasn’t much mention of improving customer service in this article. But at least it’s a step in the right direction.

You can read the full story here:

The recession steered a new type of customer to Wal-Mart — deeper in the pockets and suddenly looking for bargains. Now the world’s largest retailer has to… (read more)

I do have some good news though. And it’s good news that can help you gain profits during the worst of times. It’s all based on what this blog is about – Customer Service Excellence (CSE).

If there’s anything I tell you that I want you to truly take to heart, it’s that customer service is the heartbeat of your organization. It’s not your marketing (although that certainly is probably the second most important function of your business). It’s not the Sales, Accounting, IT, or the Executive Board. It’s none of those things. It’s Customer Service.

Customers are your bread and butter. A business cannot succeed if they have no customers. Period. I don’t care what you say, if you don’t have people buying your stuff, you’re not surviving. Which is why CSE should be the number one priority in a recession.

CSE isn’t just about giving great service. It’s about evaluating and re-evaluating your customers and what you can and need to do for them. Your service needs to match the environment around you. In a recession, people are struggling to make ends meet. They may have lost income or reduced income. Or they may worry their job situation isn’t secure enough to spend money like they used to.

Whatever their concern, you need to adjust your business to match those concerns. Especially if you want to see them keep coming in. Offer discounts. Bundle promotions. Lower fees. Bring back lay-a-ways. Cater directly to the people who have the most financial worries. Do whatever it takes to show customers that you understand their needs and are willing to help them.

Does this guarantee you’ll get more customers? No. There are no guarantees – especially during a recession. But I can assure you that a customer is going to look at your store first before your competition, especially if they see you’re offering deals that no one else is. And when this recession is over, you’ll be the one they’ll remember when they can afford to go shopping again without any apprehension.