If you want to be number one in customer service, you have to do a lot of things that can make you stand out from the crowd. Here are 7 ways to keep you on top.
1. Roll out the red carpet for everyone. If there's one thing people hate about bad service, it's being treated differently from the others. It makes them feel inferior and second-class. Gary Richter says you should prepare the red carpet for everyone, but especially for those who don't expect it. "I tell my employees, if we roll out a red carpet for a billionaire, they won't even notice. If we roll it out to millionaires, they expect it. If we roll it out to millionaires, they expect it. They expect it.
2. Take the time to get to know your customers. Advances in technology along with the fast pace of modern life have put a non-human face on most of our customer service. If you can find a way to reconnect with your customers face to face, you will strike a rapport with your customers that will be like a gold streak. Cathy Burns remembers a time when people took the time to care and listen. "Some of you will remember, and others may have heard stories about a time in life when a doctor would come to your home to see if you were sick. Or maybe you asked to go to your local pharmacy. Heard about. Heard and the owner greeted you by name and asked how you are doing. They not only asked, but they wanted to know the answer and they took the time to listen to you. That's customer service - Taking the time to get to know your customers, really care about how they feel, and want to go the extra mile to make sure they're happy."
3. Ease of doing business. One of the problems with modern businesses is that the systems we use to save time and money are often designed for the benefit of the company, not the customers. As a result, the customer experience is frustrating and difficult. Tracy Lawrence says this needs to be reversed. “Customers expect single-source service. Customers do not want to go to every unit of your business to solve their problems. They want to be able to do business with you without the slightest inconvenience. Doing business with you Should be easy."
4. Go out of your way to make sure they are happy. One of the most important things your customers want from you is the guarantee that your product or service will work. To move heaven and earth for sure. Bob Leduc suggests that you shouldn't pay people until they are completely happy. "Instead of offering a money-back guarantee, a service business may provide a guarantee to resolve a customer's problem. For example, a plumber may guarantee a no-charge refund as many times as necessary to prevent a leak. A landscaper may replace at no charge any plant that does not survive for at least 6 months. A sales consultant may continue to operate at no charge as long as the promised sales results are not obtained.
5. Pay attention to what customers see. A big part of what customers think of you comes from what they see and believe. Personal Selling Power noticed the following differences between the two candy stores. “Even though two competing candy stores had similar prices, neighborhood kids preferred one store over the other. When asked why, he said, “Because the person in the good store always gives us more candy. The girl from the other store takes the candy. "Really? Not necessary. In a good shop, the owner will always make sure to put a small amount of candy on the scale and then keep mixing it in. In a bad shop, the owner will stack tons of candy on the scale, and then take it off until Until it's the right weight. The same amount of candy sold, but perception is everything."
6. Work on every customer's experience. Customer experience is not just getting service or buying goods. It's about all the other little bits and pieces in between. Such as the manner of the receptionist, the position of the floor and table, the attitude of the other staff, the ease of parking, the tone of the notice, the smile on the face of the checkout team, or lack thereof. Be like the Mirage Hotel in Las Vegas, which has a slogan that says: "We care for plants 600 hours a week. Imagine what we would do for our guests."
7. Believe in Customer Service from the bottom of your soul To be a great service organization, you have to believe in customer service from the bottom of your soul. It should be part of the way you work. Anita Roddick, the founder of retail cosmetic franchise group Body Shop, puts it this way: "I'm still looking for the modern equivalent of Quakers who ran successful businesses, made money because they offered honest products, and dealt with people decently. Behaved. Treated, Worked. Tough, Spent Honestly, Honestly
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