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.
Stupid simple: give them what they want!
OK, easy to say, not so easy to do.
The phases of experience (in short form) include: desire, choice/evaluation, decision, expectation, engagement, and rememberance. Each has its own psychodynamic territory in your customers mind/body engagement with your service.
The best service will be percieved and remembered by those customers who experience the least costs, cognitive and economic, and most joy, surprise and happiness, throughout the cycle of engagement.
In my opinion of course...
BTW, although you might be taken to ask customers "what they want" you are likely to come up short with the map they present. Psychological studies have show that people do not know their own minds and will "feel" and behave differently than espoused. (Not my opinion!)
Could not agree more with your post. I was always told the most important thing in business is to keep EVERY customer happy. When i have a bad experience with a customer and I suspect they may give me a bad review, I spend the equivalent of £5000 to make the customer happy again. This way i NEVER get a bad review. They always state in their reviews something along the lines of 'It started off badly, but i feel Jack and his team at Roofing Newcastle went out of their way to resolve the issue'
Hi Ms. Mock,
The philosophy you have shared doesn't' quite align with your mission of delivering excellent service to your customers. The way I aligned them is along the following flow:
a - Customer has to gain from my products/services.
b - Customer's EBITDA has to increase as a result of my products/services.
c - When customer prospers through my products/services, I am likely to prosper.
d - When customer prospers, my business and EBITDA prospers.
e - When customers prospers, he would also provide referrals to me directly.
e - If I only focus on what customers buy from me, it is not likely to sustain.
So to prosper and thrive (or flourish) I need to:
1) Focus on relieving customer issues and barriers through my products/services.
2) Increase customer revenue through my products/services directly or indirectly.
3) Reduce customer's idling inventory/waste on a constant basis.
4) Help customer achieve 2-3 consistently throughout the year.
Hope this "Pull" strategy helps.
Hi Ms. Mock,
Thanks for your interest.
Your statement "...Customer service is something that ensures our customers hang out, continue to buy from us, and keep coming back......" I have commented on this in my first comment.
Customer service is a activity that is usually associated with a response after the customer has signed up and probably made payments as well.
It is something we owe the customer as a legal, professional, and financial obligation. However, if you are looking to receive a repeat customer purchase, then it has to go beyond a reactive customer service mentality as to comprehending how the customer receives his EBITDA (Earnings Before Interests, Taxes, Depreciation and Amortization) and then integrate your product/service solution into that business model. This is explained in the itemized lines/bullets above.
EBITDA is spelt out so that you can research what it is for further details. Does this make sense?
Have a fun weekend!
We deliver excellent customer service through the experiences we create for our clients and in turn advise them on how to create the most memorable experiences for their customers. We are also passionate, authentic and professional about each project we take on which resonates with clients and their customers! And, we practice what we preach in how we treat each other as well as our customers. We believe and we care and we know that making people feel "GOOD" at each point of contact is the absolute KEY!
So many great answers reading these can only make of us all better in the service industry.
Excellent customer service starts with your internal customer, your employees, having them engaged on making your vision come to reality. Your people attitudes have to be right to set the stage even before you start selling your services. Work on their strengths and build from there. Empower them to bring out the best in them. This will then make it easier to take your service to the customer. Invest in your people and they will invest in you.
Once your goods are sold it is so important to follow up with your guest/clients. Knowing the good and the bad are equally important. When a customer is not happy you should do what ever it takes to win them back. One upset person means a lot others when they talk. Never ignore a customer that responds negative on Yelp or other websites. Addressing them is so good for business and can calm the bad down and give readers a different view if your response is put together well.
Continue to improve your product or service let you customers know your accomplishments. Small changes continually can increase profits, sales, and your customer base.
Customer service continues to be one of the highest impacting factors of why people do business with a chosen vendor or retailer. The number one thing that people remember about doing business with you is how you made them feel.
Treating customers with empathy and urgency in serving their needs and goals should not be compromised. Price and quality can even be minimized when a consumer enjoys doing business with you (to some extent). Know your customer and care about them.
Setting customer expectations is key to providing excellent customer service. Being clear on what your company policies are ensures this. Also, having CSR's recognize that the customers' needs come before theirs AND that they have no business getting sucked in the customers' emotional turmoil. Knowing how to deflate that balloon is a skill. In addition to the hands-on tactics, it's important to have a means to stay in touch with your customers, soliciting feedback so they feel part of your product. This should lend itself to product loyalty. Customer service has always been ingrained in me from when I was a little kid so I learned to listen, be courteous, realize that an irate person is the one having the bad day - not me and come up with a workable solution so the customer leaves happy. Not everyone will be appeased but if you follow those basic principles at least you did everything in your power to resolve the situation at hand.
As a website designer, one of the things I used to do was to offer a 30-day unconditional no-questions-asked money-back guarantee. I had to seriously reconsider that policy when I had a customer who loved her website and referred people to me but then cashed in her guarantee and never told me what I could do to make things right.
Now what I do is I will make a website with no money down and then only ask for the money for hosting when they say they love the site.
I think this approach is really radical and crazy in many ways but it has worked well!
First of all it is vital to have all your customer history inmediatelly in front of you as soon as your customers contacts you.
We as customers like to be known from the seller, and we hate to wait or waste time until the seller collects all the information from us to assist us.
A good tracking information software like CRM is vital for any kind of business not matter how big it is. Naming the customer and knowing exactly his activity with the business will save your business.
Then the other important thing to keep on mind is to be fully transparent with the customer. If you´ve sold something that you know it would have issues in the next future you should be prepared to repair the damage. I do not know a lot of customers who come back to the business if they felt they were cheated. In such cases it would be preferable to loose some money changing the stuff instead of loosing a customer for ever.
To end, never forget about a customer. This creates loyalty. No matter how small customer is, remember at least to say Happy Birthday yearly. People like these kind of behaviour.
Today high-quality customer service is #1 factor on a way to growing business.
How we provide good customer service at http://www.nexgendesign.com/concept :
- communication. About 80% of customer's issues can be solved just by on-time call or chat. We do our best to make sure the team meets the deadline and performs high-quality work;
- weekly contact. Even if everything runs okay, anyway we reach the client just to make sure he is satisfied with work done;
- show that we are human beings and keep up with customers just like with our friends. When you have an informal connection that's a good basement to bring trust to your relations.
That's just a small part of a greater list on how you can improve your customer's experience and contribute to his business.