How to Deliver Excellent Customer Service

During most of my client training sessions, someone always asks:  “What do customers REALLY want and how can we deliver it?”

A myriad of key points describe how to deliver excellent service and here are 6 critical elements to apply to give your clients the best experience that will keep them coming back to you.

Specialized and personalized service.  Companies are beginning to understand that they cannot rely on a “one-size-fits-all” approach to satisfying customer needs.  They recognize they must treat their clients like a rock star or a celebrity.   If they feel that they are not getting speedy and special attention, they will not be loyal to you and will spend their money with your competitor.

LISTEN to EVERY word when your customers talk to you.  If they perceive that you are not giving them your undivided attention, they will feel insulted and disrespected.  What faster way to lose a client than by exhibiting this type of less than professional behavior?

RESPECT YOUR CUSTOMERS.  Don’t devalue their importance; Don’t take them for granted. Don’t underestimate their intelligence.  Don’t ignore them or their family.

Smile, say “please, thank you, yes sir, yes ma’am”.  Many people remember as children being taught by their elders how to be polite and courteous.  Those mannerisms are still very much applicable in the 21st century.  You will be amazed at how far in life “please” and “thank you” will take you.  When on the telephone, smile..your smile transcends the airwaves and telephone wires!!  Your clients will “hear” your smile.

Quickly maneuver around your company’s website.  Customers will abandon a shopping cart within seconds if they cannot quickly move between screens and get to the check out with their purchases.  A whopping 78% of online shoppers will abandon their cart due to poor customer service according to The Baymard Institute.  Routinely test your site as though you are a customer so that you can find the snags that need correction.

Customize your chatbot.  Make it easy to “0” out for clients to speak to a human being to answer customer inquiries.  In today’s technological world, more companies are implementing chatbots, the “humanized” robots that are programmed to understand and speak in complete sentences when addressing customer service matters BUT they have to be customer friendly.

Honorable Mention:

Don’t transfer your client around the company in search of the right department to solve their query.  Few things are as aggravating as having contacted a company only to spend upwards of 20 minutes waiting on hold and only to be transferred to several departments and STILL not have the problem solved.

At ALL costs, ensure that your company’s FAQs are accurate AND current.  Aside from being left on hold and wasting their time, inaccurate FAQs will lead to customer attrition.

Make it a great day and give your clients stellar satisfaction !

Trending:  Business Ideas to Implement in 2017

This year, companies will dedicate more of their budget to train executives, managers and employees how to give customers amazing experiences and to deliver satisfaction with every encounter.

Senior managers are beginning to understand that excellent customer service begins with how they treat their employees: with dignity and respect.  Noted author of The Seven Habits of Highly Effective People, Stephen R. Covey, said it best: “Always treat your employees exactly as you want them to treat your customers”.

Consider these ideas for having happier employees AND customers:

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We All Have an Opportunity to Make A Start Fresh

We are on the doorstep of a new year, new beginnings and a fresh start.

If you are like me, you are excited about entering 2017 and giving customers new and amazing experiences.   We all have an equal footing to make the most impactful impression on our clients and to do what is in THEIR best interest!

With that said, here are a couple of things trending in customer service for 2017:

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A Perpetual Holiday Gift to Employees and Clients

Photo by TerriC

Jeff Bezos, Founder, Chairman and CEO of amazon.com, said, “We see our customers as guests to a party, and we are the hosts.  It’s our job every day to make every important aspect of the customer experience a little bit better.”

If you believe that your employees and customers deserve the best service that is available, implement these ideas and you will be well on your way to having loyal followers:

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“Do What You Do So Well That They Will Want to See It Again and Bring Their Friends” ~ Walt Disney

Movers and shakers know how to build excitement.

When people hear Disney, Ritz Carlton Hotel, Facebook, Amazon, Google, AirBnB and Apple, they automatically think about excitement, innovation and receiving impeccable customer service.  The Chief Customer Officer is ultimately responsible for delivering spectacular customer experiences.

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