While giving top-notch customer service is a priority for your company, it’s almost impossible to appease every customer request. So, how do you keep customers happy and loyal if you can’t always give them what they want?
During this global pandemic, if you are not acting as a concierge to your clients—no matter your industry—you are missing golden opportunities to be a differentiator.
We recommend creating a philosophical platform (instead of a policy) to build on and train your team how to say “yes” even when the answer is “no”.
Establish a culture of saying Yes – Starting with the C-Suite (the company executive offices), a culture of yes needs to be exemplified throughout the company so that all employees understand that saying yes is a core value to uphold.
- When company leaders and managers are constantly telling employees no, that negativity will likely pass on to your clients
- Come up with other ways to make customers happy when the product requested is out of season or out of stock. For example, offer a quality substitute—even if you have to obtain it from a competitor. Be creative and innovative
- Celebrate employees in front of colleagues when they solve difficult problems
- Encourage employees to ask questions and offer opinions; doing so shows you respect their input
- When resolving difficult situations, use positive language…it is key to diffusing arguments
Provide world-class customer service – When dealing with high-end clients, you have to pull out all of the stops. Prove that you are committed to delivering gold standard experiences on a consistent basis.
- After resolving a difficult problem, send the customer a handwritten note of thanks along with a basket of fruit or some other gift that resonates with them
- Take extra time on the phone to answer a question or resolve an issue. Never brag about what you did or expect the customer to thank you because that’s part of the platinum service for which you are known
- Go above and beyond the call of duty. Your customers will come back to you over and over. They will become your brand ambassadors
- Whenever possible, say yes
Your team wants positive energy from you and the C Suite. Show them how to implement the company’s core values. It’s one of the best ways to successfully create a Yes Culture.
The next time you have an opportunity to turn a “no” into a “yes”, consider it as an opportunity to do something extraordinary for your client (without a hidden agenda). They will be drawn to you and will always want to buy from you. You are their “go to” for business and consultation.
Make it a great day.
We are in a world where nearly everything has pivoted to accommodate a virtual lifestyle and workspace.
Virtual customer service has been around for a number of years, however, since the introduction of COVID 19, businesses that provided “live” service, whether in person or over the telephone, now offers chatbots as its primary source of customer engagement. A chatbot is a computer program that simulates and processes human conversation—either written or spoken—allowing humans to interact with digital devices as if they were communicating with a real person.
One of the challenges with which customers face, is the frustration of engaging with chatbots long wait times to engage with a live person to get answers to their questions. Businesses must figure out how to solve that problem and learn how they might give consumers amazing experiences.
Some employers have set up a virtual call center (VCC). A VCC is a customer service call center where agents from around the world answer support calls. Some agents work from home and some are in other locations; nonetheless, they are connected via virtual call center software.
Virtual customer support platforms:
- Live chat – For customers who need a quick resolution, live chat on the company’s website is an excellent solution. Customers will be able to converse with a customer service representative.
- Self-serve – This platform is excellent for customers who prefer to conduct research on their own rather than live chat with a customer support representative.
- Interactive Voice Response (IVR) – IVR is a part of the telephonic system that a business uses to interact with callers through the dial pad, keypad, or voice requests. Callers may hear statements such as, “Press 1 for English”, “Press 2 for Spanish”.
- Email – Most companies put all of the contact information on the “Contact Us” webpage. A team is responsible for answering customer questions via email. This platform gives consumers a way to explain complex issues in great detail and without human interaction.
- Phone support – This is the most common and easiest way to provide support to consumers. Most people have one and know how to use it.
To be an industry leader and to ensure your business thrives, you must decide the best way to accommodate customer interaction on a virtual platform.
Photo Provided by Pixaby
Upon returning from a business trip, a hotel employee who participated in one of my workshops, walked up to me and exclaimed, “It worked !!”. Not being completely sure what he meant, I asked. He told me that he successfully applied the techniques that he learned about turning furious customers into raving fans.
I was happy that he courageously used the knowledge he gleaned from my training session and joined him in the celebration. Something as simple as acknowledging the problem and taking ownership can quell a potentially volatile situation.
Large and small businesses share this problem. In many cases, not enough money is budgeted to train how to successfully solve “outraged customer” complaints. That said, organizations, especially small businesses, experience stunted growth or actually go out of business due to customer attrition and the loss of key employees.
Take charge of the situation by: Read more →
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Picture it…Your new advertising campaign was a major success and now scores of new prospects are flocking to your website, many more are calling on the phone and visiting your brick and mortar store. What happens now? How were they greeted when they landed on your website or walked into your store? Could they navigate your site with ease? What happened when they exited your brick-and-mortar store/website? Is your team feeling overwhelmed by the new found success or did you have a plan in place?
Providing outrageously, amazing service is all about creating a process and establishing mutually beneficial long-lasting relationships. It is not uncommon for some businesses to have clients that are far reaching generational relationships because of an initial foundation that was built on trust, competency, and exceptional service.
Read more →
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Adapting to seemingly ever-changing client whims is no different from adapting to life challenges in general. Successful business owners accept inevitable changes—they quickly adapt and, when necessary, re-evaluate their brand, product, service, strengths, weaknesses, threats, and opportunities. Adjustments are a fact of life and a certainty in business.
Sharing a few thoughts:
– Know your industry better that anyone. It’s up to you to manage customers’ expectations. In other words, it’s your job to showcase the company’s value proposition and to make it so memorable that consumers will know exactly what your business offers and how it is different from the competition. In the busy online and brick-and-mortar marketplace, make sure your business has a trait that is worth remembering, pursuing, and buying. Read more →