Customer service is how a business shows how much it cares about its customers.
Sounds pretty basic and something that everyone should already know right? Well, unfortunately, it doesn’t always happen. Actually, most of the time organizations fall short, way short in the execution of the customer service experience.
There’s a clear difference between wanting to offer great customer service and actually delivering an exceptional customer service experience. It’s something that too often is taken for granted and customer service goals and customer experience mission statements pass as being customer focused, when in reality the same mediocre bad customer service is peddled again and again with customer loyalty scraping along the bottom of the barrel. Customer is service is how every business shows how much it cares about its customers.
Great customer service can help keep customers through tough times
During difficult economic times or whenever a competitor released a new feature or runs some promotional price, your customers are eager to leave you simply because they feel no love from you. Customer service is how your business shows your customers how much you really care about them.
When customers feel that their expectations are reached and exceeded, it generates the positive connection feelings between your customer and your brand. The more of that feeling that goes around, the more loyal your customers can be. The more loyal the customer, the more apt they’ll be to be a vocal promoter of your product or services.
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Live and breath customer service
As a customer service leader, you typically have no control over your company’s product. You don’t control development. You don’t control the features. You don’t control the quality. You don’t control the price. You have little control over product or offering. But when it comes to service deliver, you hold the keys to the kingdom. Become obsessive about the customer experience. Own customer service. Live and breath customer service. Love customer service. Make great customer service delivery the pinnacle of your organization.
Own the customer service experience
You can make delivering exceptional customer service the daily mission for your team. Base employee performance primarily on the quality of the service experience they deliver. You can teach the mechanics of work actions like answering emails, speaking on the phone, or help people be faster on a computer. But converting them into customer service all-starts? That’s a more difficult challenge. Set the bar hight and recruit the very best customer-focused people to join you in your quest.
Make customer service experience you deliver unique.
Make the customer service experience you deliver personal.
Make the customer service experience you deliver matter.
The key to great customer service experience is showing customers how much you really care about them. It’s obvious. It’s simple. It’s easy to do. Lay out the principles for how it should happen. Leverage the available technology to let you scale it to your customer base. Enable your people to create moments of magic with their customer service skills. This is the strategy for connecting with today’s customers in a more meaningful way.