Mission: Customer Service Excellence!

“You’ll never have a product or price advantage again.?They can be easily duplicated, but a strong customer service culture can’t be copied.”?- Jerry Fritz, Author of Breakthrough Customer Service

(Note: The purpose of this article is not to provide an “all-you-need” answer to excellent customer service.?It’s hear to help you understand the importance, and provide a catalyst to motivate you to make sure that you are doing all you can to ensure your brand is providing a great customer experience at all times!)

Ok…is it just me, or does it seem that providing great customer service is more of an exception than the norm these days??I mean, I don’t know how many times I’ve walked out of a store, gone through a drive through, or hung up the phone, and felt like the company just doesn’t care wether or not I had a great experience or not!?The company representative (yes…whether they are a cashier or the CEO, they represent your company!) seems to lack the ability, and knowledge of how to treat a customer.

Fear not!?I am hear to help!?Backed by my over 25 years of client relations experience (I started when I was 5), I am hear to briefly share my knowledge and experience to hopefully encourage you to ensure all of your customers are having the best customer experience possible.?With that said, here we go!

REMEMBER: Your customers are THE MOST IMPORTANT PART OF YOUR BUSINESS!?Without them, you have nothing!?

FACT:?Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.?How a customer feels when they (or you) walk out the door, hang up the phone, or finish your email can determine whether or not they want to do business with you ever again!?This it’s why it is essential to provide an excellent client experience, through great customer service!?

So, ok, what’s excellent customer service??Great question!?For this article (and the sake of brevity), I am breaking down Customer Service into two essential elements, Professionalism and Service:

Professionalism

Studies show that 68% of customers believe the key to great customer service is a polite customer service representative.?We all have bad days. In customer service, it doesn’t matter!?Your representatives are the face of your company.?It’s your duty to make sure they understand that?every customer should be treated with respect and courtesy.?Here’s how:

• Greeting:?This is your brands “Hello”!?Make sure your representatives are greeting every customer in a courteous and friendly manner.?Not like they’re bothering you, or wasting your time.?The first impression is a lasting one.?You want to ensure that the client has positive engagement from the moment they encounter your company.?
• Friendliness:?Basically, be nice!?Customers have a tendency to not care wether they are nice or not…it doesn’t matter…be nice!?Now, I’m not saying anyone has to endure disrespect of any kind. NEVER!?But, in normal, everyday, unhappy client situations, reps have to put on the brave face, and work with the client to make sure they leave to situation satisfied.
• Location?Appearance (if applicable):?Make sure your location(s) represent you well, and are a place that a client wants to return too.

Service

This is where we get the job done!?Providing what the client really wants: fast, knowledgable, and reliable service.?Let’s break these down:?

• Fast:?Responsiveness to a customers inquiry is HUGE!?Wether it be an email, a voice message, or even when they step into your location, no client wants to wait for a response or to not have their presence, and/or needs acknowledged.?Per?JitBit.com, “Customers always come back to a business where they had the best experience.?So, providing them with a high customer service speed attract them back to your business.?It empresses your customer and sticks them to your business such that they don’t have to look elsewhere as their issues are solved on time.”
• Knowledgable:?Remember, the customer considers the rep the expert.?They are truly looking for a one-stop shop that has all the answers to their questions.?No transfers to another department where they have to explain their issue over and over again.?No extended holds.?No unsure answers to their questions.?Companies need to make sure that their reps are well trained and ready!?If for some reason they don’t know the answer to the question, the rep must feel that it is absolutely fine to ask a team mate, and know where to go for assistance.
• Reliable:??The consistent quality of the service and/or product received is a key factor to a customers loyalty to a brand.?Good service can prompt customers to spend more money than they’d planned.?On top of that, satisfied customers are more likely to buy from you again.?Good customer service saves money.?Retaining established customers is cheaper and more cost effective than attracting new ones.

Closing:??Make sure that you are closing every encounter on a positive note.?Ensure that all issues have been addressed; all products (if applicable) are received; and all expectations have been set for possible follow ups.?This shows the client that your company is dedicated to satisfying its customers, and prompts the customer to return.

It is crucial for the survival of your business that those who represent it are thoroughly trained, and are dedicated to provide excellent customer service. It’s your duty to show your employees how you want your customers to be consistently be treated.

It’s a learned behavior.?

Teach your employees how to treat the most important part of your business!

Footnotes

1,2?www.nextiva.com/blog/customer-service-statistics.html

3?bizfluent.com?- Why Is Quality Customer Service Important?