In the world of business, there are many crucial factors like a detailed business plan, the perfect location, and financial resources that can either make or break a company. But no matter what you’re selling – whether it’s food, clothing, electronics, or consulting services – exceptional customer service is a vital ingredient for building a successful business and earning the loyalty of your clients.
Learning to Excel in Customer Service
Business owners often excel in various aspects of their operations. Some are skilled at managing people, making the most of limited resources, and selling their products effectively. However, when it comes to establishing a top-notch customer service culture, they often stumble. The good news is that if you find yourself in this category, you can make significant improvements with just a bit of effort.
Meeting Minimal Customer Expectations
Regrettably, customer expectations when it comes to service are currently quite low. Many customers anticipate subpar treatment when contacting companies for assistance or to purchase products. Take Comcast, for example; it wouldn’t take much to change their reputation for poor customer service. One straightforward way to enhance the Comcast experience is to provide training to service providers who install cable on how to communicate effectively.
Here’s a simple improvement:
After completing a service at a customer’s home, the service professional could call the next appointment on their schedule to inform them of their imminent arrival. They can address potential delays, apologize for any lateness, offer an estimated arrival time, or confirm the customer’s address. By doing just a few things well, you can become a customer-service superstar in the eyes of your clients.
Five Keys to Outstanding Customer Service
Here’s a five-step plan to excel in customer service and establish a customer-centric foundation for your business:
Equip Your Customer Service Team: Ensure that your customer service team has access to the right communication tools. If customers can only reach you by phone or web forms, you’re missing the mark. Offer multiple channels like text, as consumers have become accustomed to this mode of communication.
Cultivate a Customer Service Culture: A culture of excellent customer service is crucial. Ensure that every member of your team can provide a great experience to customers. Develop a clear plan for defining and delivering good customer service and provide training to your representatives.
Focus on the First Impression: Take a page from 5-star hotels and make a great first impression. Know your customers’ names and relevant personal details before they even speak. Implement these practices in your customer care policies to kickstart every interaction positively.
Simplify Customer Interactions: Make it easy for customers to do business with you. Consider implementing online chat services, as today’s consumers prefer text-based or social media communication over traditional phone calls.
Enhance Every Stage of Communication: Evaluate and improve your communication with customers throughout their entire journey with your business, from onboarding to product or service usage, and even when ending the relationship. Implement clear procedures for your customer care representatives to follow.
