1. Clearly and honestly communicate a service or product’s features and benefits at the time of purchase. No overstating, no fast talking, no omissions. They use pamphlets, highlighters, markers, body language to highlight important features, issues, calls of action and should attach a business card in case the customer has questions down the road.
2. Listens effectively when a customer has a problem with one of their products or services. No interrupting, no negative-based languag “nothing
we can do, company policy, unfortunately…”, no passing the buck to deal
directly with the manufacturer. Service professionals listen intently, show
sincerity, let the customer know the issue is just as important to them and show the customer they want to find some way to help despite policy
limitations.
3. Advises customer what they CAN do and follows up with the customer, updating them on the progress being made. Each update further shows
the consumer that the business is actively trying to resolve the problem and that the customer is a priority. This avoids a customer’s motivation to seek justice themselves.
4. Finds creative solutions that help satisfy the customer’s frustrations. Even if a full refund or complete service plan coverage is not possible, service professionals can usually come up with other ways to show the customer they care. Extensions, promos, coupons, and even sincere apologies can go a long way with consumers who are feeling they deserve
something.
5. If applicable, service reps take note of any service fail points that can be relayed to management so that in future, gaps in service delivery are minimized and repeat issues are avoided. Advising consumers that a systemic issue has been addressed so that further instances are avoided can help regain confidence by an upset consumer and they may continue doing business with the firm in the future.
Are your service reps doing all they can to mitigate undesirable consumer behaviours and encourage customer loyalty? Service Essentials™ Service
Professionalism workshops cover this in
detail. Contact us for more information on how training provides an ROI for your business both in the short and long-term.