Photo provided by courtesy of Morguefile
Delivering poor customer service on a consistent basis has short and long term effects on companies as well as the local communities in which they do business.
Short term problems appear in the form of customer complaints, decreased sales revenue, profit margin narrows, decreasing employee work hours (thereby reducing their income), and poor reviews on social media.
Photo courtesy of Pixabay
Isn’t it wonderful to receive first class customer service? Whether buying services/products from an airline, movie theatre, car dealership, bank, or a restaurant, we all want memorable experiences of feeling valued and respected. We want to get the biggest bang for our buck and expect organizations to make the best deals including giving us outstanding customer service.
If you are an entrepreneur, a mid-level manager or an executive team member, knowing how to deliver superior service to your client is tantamount to knowing how to perfect the quality of your products for the consumer.
By year 2020, customer service will be the differentiator over price and product to retain clients and to get new customers.
Companies have come to understand that consumers have tremendous options as to how they can buy goods and services and if your customer service is not outstanding, they will skip over you and buy from your competitor.
According to William Goddard of Go To Marketers, business leaders perceive customer service as the key brand differentiator over price and product because it conveys to customers:
I’m not one for making New Year’s resolutions but on a regular basis, I reflect on how I can improve my skills and then I take action so that I can be my best self. Most of us want to be an optimal human being. My intrinsic goals are to be a great wife, a reliable friend and an outstanding businesswoman. I want my clients to rely on my ability to deliver incredible customer experiences everyday.
I love working with youth and I have the privilege to mentor high school students who often ask me how best to make personal improvements. Here are a few ideas that I give them:
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 !
