Oxford dictionary defines service as the action of helping or doing work for someone,
but that is not all what it is about, the focus of every service ought to be
hinged on satisfaction, when service is rendered without a target of
satisfaction in mind, it will be equal to poor service delivery as a result of
incompetence or ignorance.
It
costs you five times as much to win a new customer than to keep a current one.
But, customers are not loyal by nature and research shows that emotion
influences purchase decision six times more than rationale. Connecting to your
customers on an emotional level is the key to establishing a lasting
relationship with your brand. You must go beyond simply delivering your
product, and develop strong bonds with your customers. It is essential that you
provide a unique customer experience by proactively anticipating your
customers’ needs and expectations and exceeding them, every time.
Service excellence is an attitude engrained in every department and it begins and ends with your people, from cashier to CEO. It requires more than a streamlined customer service department or a slogan on the lunch room wall. Excellence is a consistent, premium service at every pass set by a service oriented tone that drives your company strategy at every level. The following list are top tips that wil help you to focus on the most important elements of customer service excellence:
Service excellence is an attitude engrained in every department and it begins and ends with your people, from cashier to CEO. It requires more than a streamlined customer service department or a slogan on the lunch room wall. Excellence is a consistent, premium service at every pass set by a service oriented tone that drives your company strategy at every level. The following list are top tips that wil help you to focus on the most important elements of customer service excellence:
·
Always
Focus on Service before anything else
·
Give
the Best experience possible
·
Create
a unique customer experience
·
Use
the Customer as a marketing vehicle
·
Always
remember that you are Selling “WOW”
·
Always
improve on your service
·
Always
respect your customer (time and opinion)
·
Measure
their satisfaction and engagement
·
Educate,
encourage and use incentives on employees to deliver service
·
Differentiate
your Brand from competition
·
Know
your customer base (segmentation)
·
Integrate
your operations processes into your customer marketing strategies
·
Understand
that Customer Satisfaction is based on loyalty, identity, values, and relationships
·
Special
Interactions keep customers coming back
·
Solve
problems quickly and turn complainers into advocates
·
Customer
Service agents must have the authority to make decisions
·
Listen
to your customers; Change their attitudes, and fix their problems
·
Measure
your relationships, and refine your processes, and proactively solve and
prevent the same mistakes from happening again. (Continuous improvement)
·
Improve
your supplier relationships, and hold them to the same standard as your
customers do
·
Exceed
expectations and treat customers as if you would treat a guest in your own
home.
·
Spread
the word – promote your brand promise by empowering your employees to act as
ambassadors
·
Hire
good employees from the start; study your culture, and find the right fit
·
Always
remember what your corporate values and purpose are, and set mission to that
goal.
·
Tell
the customer the truth, and love what you do
·
Personalize
your service to meet your customers’ needs
·
Listen
to Customers; Take appropriate action; keep it simple
·
“The
most common thing about common sense is so uncommon”
·
Leaderships
should stay involved in the business, and respect employees and customers
·
5
P’s of Customer Service Excellence – Process; Product; Presentation; Price
and most importantly People!
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