The Benefits of Excellent Customer Service
Think of a time when you received great customer care? How did you feel? Common think about it.
Now think of a time when you received bad customer care. What happened? How did it make you feel?
Keep in mind that our idea of what either good or bad customer service is, is based on 15% rational decision making and 85% emotional decision making. Another Harvard study said that only 5% is rational. (Donna J. Sturgess at the World Innovation Forum).
Customer service is a highly important part of every business. If your company is unable or unwilling to provide proper customer service, there is a great risk that your company may lose a valued customer. Did you know that 86% of customers will not return to your company if they receive bad customer service?
A few reasons why Customer Service is so important:
• It improves customer satisfaction;
• It reduces negative word of mouth;
• It improves accountability and responsibility within your business;
• It ensures all clients will receive accurate information about your business.
So what are the Characteristics of Excellent Customer Service?
• Reliability: Do you do what you promise to do, in the timelines you promise to do it in?
• Courtesy: All customers deserve politeness, friendliness, patience and respect.
• Credibility: Do you deliver on the promises your company makes in its slogan, tag line, mission statement, vision statement and advertising?
• Consistency: Do you consistently offer good service? How do you treat customer’s when you are feeling a bit off day or when you under pressure?
• Seamless Service: Clients appreciate a smooth, seamless process for addressing their needs.
• Resourcefulness: Clients expect you to find solutions when there appears to be none. Do you go the extra mile for your client?
Here are 4 steps to handle customer complaints:
1. Active listening: Active listening requires you to be quiet and listen. Did you know that we only remember 25% of what we hear?
2. Empathy statement: Starting your sentence with an “I” statement puts you in your customer’s shoes. E.g. “Ï can hear that you are……..” Always remember, “You” statements sounds argumentative and will make your client even more irate. E.g. “You should have . . .” )
3. Paraphrase: Paraphrase in your own words what you have heard the client say, this will not only ensure that you heard your client correctly, but also let the client know that you care about what they are saying.
4. Ask open-end questions: Asking open-ended questions will involve the client and will take the focus of their emotions.
It is important to understand that even in the most customer centric business, mistakes do happen and from time to time a customer complaint will need to be escalated.
It is a good idea to escalate the complaint when:
• When no common ground or solution can be found;
• If threats are made against you.
These are only few tips on good customer service, remember that a satisfied customer will up to 5, no wait that is before social media, now it is up to 1200 people about the excellent customer service they have received from you and your company.
To create a truly customer centric experience for your customer’s book your staff on our customer care training course.