How do you deliver excellent customer service in your business?
Looking for advice from people who serve people well. Customer service is something that ensures our customers hang out, continue to buy from us, and keep coming back.
The number one and truly only thing you need to remember about delivery of good customer service is to "LISTEN". Many people try to figure out what the customer wants before being told. Some try to tell the customer what it is that they want and need. Many allow personal situations and issues to cloud their focus when it comes to customers and the rest always take negativity from some customers personal. You can fix all of that just by listening to what the customer wants and even repeating it to make sure you got it right. Once you have shown the customer that you did hear them, you have just made it over the number one major hurdle. Next you need to be able to fix the problem and if you cannot, find someone who can. Even if you offer a break on their monthly charges since there is nothing that you can do. Half of something is always better than all of nothing.
The way we connect with customers is changing. Certain things that most retailers are doing these days.
1) Category Management- It is important to house in product that people would need in certain times and seasons. Also ensure to have enough stock of the same of the things that really sell well. As if, a referral customer finds nothing for him/her it sends a wrong signal.
2) Data Analysis v/s Display of Products- What is visible sells. One of the most oldest yet best rule in the book. Ensure to showcase your product to your target audience. Also provide a mix of products that ensure a customer spends quality time.
3) Value for Money- Mostly this does not mean price. Apart from which it may be things like bring is local things that cost less and promote the community in the long run.
4) Know ones subject- I had been to two different stores to purchase a sports shoe. In one of the stores, all that a person did was market the product. The second one, the person asked things like. How often do you run in a week and the distance you cover, do you feel that you can stand longer on your left feet more than your right one. Post I selected and wore as shoe, he suggested me how to cast my step when I need to run... later on how to take care.
Hope the same helps. Also one more thing. I often give presentation, something that I like to refer this as a thumb rule is, If a small kid cannot understand your conversation, chances of that not being understood by your customer is also very high.
Excellent customer service requires deep insight into the market and the customer- what makes customers happy, what are the conditions of satisfaction.
1. Always clearly understand customer needs and expectations, confirm your understanding with your customer.
2. Make sure you have the capability to deliver to th expecations.
3. Execute keeping focus on meeting and exceeding expectations and conditions of satisfaction.
4. Keep customer well informed at every stage.
5. Communicate achievent of results and confirm delivery against each objectives set.
6. Do not try to maximize profitability in one transaction, so you can reap profits on an ongoing basis.
7. Take control of the engagement from pre contact to closure stage so there are no surprises to either parties.
I have experience in doing customer servisse tasks in several languages.
In case of a complaint: I thank for the feedback and for the opportunity to improve, I listen or read very well the communication, contact the people in charge and I give them a strategy/compensation depending on the case to solve the customer's problems.
In case of a recommendation: I publish it on real time on the virtual platform in order for the other customers to be aware of the service's evolution.
In case of na innovation proposal or a product sugestion I study it with the innovation/research department and we try to devolop a new servisse/product to reach our client target or if it is to case to enlarge to cliente target category. This last case is more complex since I will also contact the marketing department to construct a strategy to explore new client target's plan.
To me and my company it is very simple.
1. Remember that no matter how unique, someone else can do what you do.
2. Most customers are not as loyal as you would like them to be and that is okay.
3. It is about the RELATIONSHIP which means you are focused on their needs in the long term, NOT THE SHORT TERM PROFIT.
4. If you take care of their needs they will take care of yours.
5. Be honest and provide the best solution possible.
6. My mantra for years has been "Yes We Can" which means if you focus on how to say yes it will place you in the proper frame of mind to help.
One on one. One client at a time, one customer at a time. Treat every customer how you would like to be treated; know that you will never be able to serve everyone and that's ok, and own up to your mistakes when you make them. Staying humble in business and keeping EGO out is huge. People come to you because of what you have, but also because of how you make them feel. That part they will always remember.
The best way to deliver excellent customer service is by following up with your customers and staying in touch. More often, you will only hear from the customers that either had a really great experience or a really bad experience working with you. To ensure that your customer service is consistent, it is important to reach out to those customers that fall in the middle and won't offer up feedback on their own. Being proactive with your customers will keep your business top of mind when it comes time for them to make another hiring decision.
Customers come back or stay with you because they are satisfied with your service.
I believe customers satisfaction is directly related to customer expectations. You are directly responsible for setting the expectation and delivery of the promises you make. When setting expectations you have 3 choices:
a) If you Over-promise and Under-deliver, you will end up with dissatisfied clients who will not come back or stay with you.
b) If you Promise and Deliver as promised, you will end up with satisfied customers who MAY stay or come back to you.
c) If you Promise and Over-Deliver, you will end up with Delighted customers who will not only stay with you but also recommend you with others.
Just to underpin this, 90% of our new business comes from existing customer referrals! (I am not sure what this says about our marketing!)
See more on this on our article about the “Art and Science of Customer Satisfaction” http://www.cognisantassociates.co.uk/customer_satisfaction/
I hope this helps.
There is a saying in my local dialect "that customer is always right". One of the fundamental thing to note is you should understand your clients.
In my organization, i conducted a work study from services our customer get and discovered that time is of value. Customers want to serviced in correspondence to time. To give them service beyond their imagination.
The next thing is packaging. How do you package your services/products? This has to do with mode of service delivery.
Another notable point is customer relationship. Do you call to check up on your customers and ask how was the last service they receive, How was the product they just got serving them? If it is a loyal customer you havent seen or heard from for a long time, you can call to check up on them. You can send messages sometimes just to appreciate them or messages during new month, festive seasons etc.
Thanks and i hope you find this resource useful
I want to start off with a quick story. I had an amazing experience with an Amazon Prime Now associate a couple of weeks ago. I thanked her so much for her time and excellent customer service. I asked for her name and called back to speak with a supervisor. After a lengthy wait, a supervisor came on the line. Right away, you could tell he was expecting the usual blasting of complaints and groans, etc. However, I began to reiterate my recent fantastic interaction with this particular associate I had dealt with during the order process. When I had finished sharing my wonderful experience, there was silence for a LONG 3-5 seconds. When the supervisor finally spoke, he was stammering and wasn't sure how to respond to me! He was so pleased and surprised and promised that not only would the associate hear what I said but her supervisor as well (and would be in her permanent file).
We're always so eager to complain but rarely do we make the extra effort to give credit where credit is due. One of the reasons I was compelled to do this for that particular associate was one main reason: She treated me as an equal and genuinely wanted to help me, not just because it was her job, but because she truly cared.
My advice about delivering superb customer service in your business? Authenticity in everything you do. That doesn't mean the old rule of "The customer is always right" either. It means treating people as you would treat yourself. That's the secret recipe ingredient that will have your client list booming with loyal, happy customers - every time. The one hang-up? It's got to be genuine and not come across as a "performance." People can smell insincerity like dogs can smell fear.
Simple strategy but it's the silver bullet in both business and life in general.
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As a business and management consultant, it's imperative to satisfy my clients or customers. In my business, I follow a model or approach that is simple but effective:
- DELIVER RESULTS
In the end, the ultimate goal is to have satisfied clients or customers.
First and foremost customer service is addressing the needs of your clients. If you understand what they want, then you can meet those needs and add a touch more. For my own business it is about having processes in place so that every customer gets a similar high value experience. I also like to do value adds that aren't expected - from thank you notes, through to a free video training. I like these types of things too as they do not take a lot of time but the impact can be huge.
No. 1 point though is to create processes so that no matter who your clients speak to/deal with, they will always get a high level customer service.
Business is all about exchanging the values. Few things, we need to keep in mind:
(1) You Should know your customer. What they are doing & what is their purpose behind your service.
(Let's say: If client is looking for an online store, we should know first, why they are looking for? So, in a way, you should able to provide them a service which fulfills their purpose.)
(2) Share your suggestions & guide them because your customer believes that you are the master for their solution.
(3) Be honest with your client -- Do not give any wrong promise or wrong commitment. Share your reasons genuinely, if you stuck somewhere
(4) Judge your customer's expectations towards your service & perform.
(5) Ask for the feedback always --- This is the best way to improve your service and make it best.
Deliver over and above what they expect.....
Prioritized focus on their needs, i.e. return correspondence quickly and thoroughly, raise up issues, etc.
Clear expectations and responsibilities
Before you can deliver excellent customer service, you will need to research what your competitors are doing and what they are not doing, see what is applicable and be more customer oriented , deliver same service your competitor are providing and what they are not also providing to your customer , keep track record of customer satisfaction and make adjustment when necessary.
Lots of great input below. From my perspective, it begins with your sale process. Get them excited about buying from you while selling at a level you know is your minimum level of customer satisfaction performance. Then on you worst day, expectations will be met and on other days they will be exceeded.
I give my best each and every time I am working with a customer. I think how I would like to be treated and give that and more to the customer. I show up early and make sure I have everything I need for my customers. I call them ahead of time to remind them of items they told me they were looking for, I write this information down in a notebook. I listen and try to answer all questions they have and seem real about being interested and I do this each and every time.
we have instituted a follow up call on all accounts to make sure that the client is happy and most of the time we deal with their problems so that once we fix it they become profitable .
I am a brand builder and success requires "walking the talk". The first and foremost challenge is to get the whole company to be "customer centric". What Bezos has accomplished at Amazon with his customer centric strategy is the model to follow.