A memorable experience! As a consumer, who among us doesn’t want that on a consistent basis?
Customers form opinions about your service based on many things—beginning with the way you talk to them.
Great customer service begins from the first point of contact…over the phone, virtually, online, face-to-face. Regardless of the method, your greeting should impact customers such that they have a longing to do business with you indefinitely.
A genuine embrace with your body language, facial expression, other non-verbal acknowledgement tells them you affirm their presence…it is the first step in building a relationship. Now, that’s only the beginning. The following are basic principles to consider as you protect one of your most precious assets…your client:
- Ask how he/she/they want to be addressed…”Mr. Smith”, “Mrs. Johnson”, “Dr. Matthews”. Do not use their first name unless they’ve given permission to do so.
- Your greeting should be professional and not rehearsed. Avoid too much banter and being loquacious.
- The ability to read body language, tone of voice (written or verbal) can offer great insight as to the level and frequency of interaction a customer prefers. For example, an introvert may prefer a quick greeting void of small talk. Remember to offer a sincere smile while speaking on the phone, texting, online, and face-to-face…your client can hear it in your voice.
Your greeting provides an opportunity to deepen the relationship, create community roots, and increase customer loyalty.
In the comments below let us know what makes your customer greeting special. Make it a great day!
Customer service delivery has become more complex thanks to a global pandemic. It is the customer who has leveraged control and has demanded a positive experience, not the company.
Nearly overnight, the COVID-19 pandemic elevated the importance of delivering fast and accurate digital experiences to customers who found themselves cut off from conventional ways of doing business.
According to a global study by ESI ThoughtLab and ServiceNow, a measly 27% of companies have transitioned from recruiting underperforming in-house talent to high-efficiency automated systems in order to deliver top drawer customer experiences (CX).
So, what’s at stake? Profitability. As you answer the five questions listed below, consider whether your responses match what’s in your pandemic plan, company core values, mission statement, and corporate culture philosophy:
- Has your team developed skills to create a digital customer experience (CX)?
- Have you identified the touchpoint that matters to your customers?
- Has your team aligned its objectives & key results (OKRs) with CX?
- Has your company consolidated data into a single customer view?
- How much progress has your team made toward providing a personalized CX (creating personas specific client demographics)?
The largest returns from CX initiatives come from positioning the right people, processes, and technologies in the right departments to deliver a superior experience time after time. According to ESI ThoughtLab and ServiceNow, almost 50% of global leaders reported a moderate to large ROI due to maintaining an efficient and personalized CX platform, versus only 22% for others.
You may have already implemented the necessary safety measures to protect employees and clients from further complications of COVID-19 and future disasters; however, it is also important to know that protecting and growing your small business is about finding ways to anticipate the needs of your clients and to deliver superior service with laser precision. Trailblazers constantly search for ways to implement state-of-the-art safety and delivery systems that will benefit both clients and employees as well as local and global supply chains.
Remember, clients are your “why”. Show them that you are in this for them and with them.
Make it a great day.
Photo Provided by Pixaby
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.
Photo Provided by Pixaby
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.