Over the last 18 months, I have had three very different customer service experiences with equipment returns and repairs. As experiences go, I believe this also had a valuable customer service lesson concealed within them.
Will your customers find excellence in the details of dealing with your company? Ultimately it is the detail that distinguishes one competitor from the next. As an example, we were recently looking for a supplier delivering a specific service that we did not have any prior experience with. We did our research and found that that particular service industry had two major role players. When we decided to make contact with them, we had absolutely no preference, so our initial plan of action was to get a quote from both of them and base our decision on that. Interestingly enough company A promptly answered their telephone line when we phoned, was friendly and professional over the phone and by responding impressively promptly on our enquiry, had an exclusivity contract signed and sealed with us within 36 hours of us first making contact with them. Company B had listed the incorrect phone number on their website and to date has not provided us with any feedback on our email enquiry. Although it could be that their pricing is more lucrative than that of company A, by not paying attention to the detail of having the correct telephone number on their website or swiftly responding to email enquiries received, they have lost out on gaining our business going forward. Not only on the revenue, but also on that portion of market share – not to mention whose name will come to mind first when we refer others wanting to make use of the same type of service.
Customer Service Success Secrets
Why consistency is key
Make it obvious
Conflict is a dreaded topic for most. Losing your cool in the heat of the moment can break down a relationship and destroy trust that took years to establish. Even if you apologize afterwards and that apology is accepted, the damage can never really be fully undone. What is the first thing that comes to mind when you think of the word conflict? The majority of people have an unpleasant incident associated with the word conflict and although conflict can indeed be a negative and damaging experience, in its simplest form it is merely a difference of opinion. The reality is that in the global economy of today, you are bound to somewhere somehow cross paths with someone who is different from you and not only does this make life interesting, but in business, cultivating the strength of our diversity is a key enabler of innovation and business sustainability. It is therefore critical for the businesses of the future to learn how to use conflict to their advantage and turn the heat into light.
Do any of these sound familiar? “I am always busy”, “I do not really have the time” and “There are not enough hours in the day”. If these phrases ring true for you, I would like to challenge you to start mapping your movement at work. You may just be very surprised at what you find. Your map does not have to be 100% to scale – lines drawn with free hand will show you what you need to see.
Scoring Customer Service Goals
Probably every little girl, at some point in time, fantasises about being a princess. As the image of a wise and sympathetic queen conjures up in my adult mind, I almost instantaneously straighten my posture and feel a smile come to my face.
If you were to become queen, what kind of queen would you be? Would you behave differently from whom you are today, knowing that you carry the responsibility of the whole world looking up to you every second of the day?
Is dealing with you a rewarding experience for your customers?