I’ve often heard people remark that customer service isn’t rocket science. Usually this is uttered following a less than ideal service experience. I also hear people talk about customer service in ways that seem to underestimate the complexity of today’s service systems and the extent the service experience has on the health and longevity of a business.
Regardless of the position you hold in an organization, there are fundamental service professionalism guidelines that can make customer service work in your favour. From your first job at a burger house to the C.O.O. of a large corporation, there are four fundamental elements to creating service-oriented delivery. 1. Build relationships – make it really undesirable for your customer to walk down the street to the competitor. Build loyalty from the moment your service professionals interact with your customer. 2. Communicate – ask the right questions. Our customers sometimes are not great communicators but they still have a problem or need that requires your attention. Service professionals know what to ask, how to pull the information they need to help the customer in an effective and efficient way. 3. Communication – listen. Show them you are listening, stay silent and summarize what you heard. Not magic, just professionalism in action. 4. Follow Through – make good on your promises. When perceptions exceed expectations of a service experience, you have a satisfied, loyal customer. Does the product or service do what it is supposed to do? Did you do what you said you would? Service Essentials Workshops take participants through each of the above elements to understand what’s involved in truly great service professionalism. Rocket science? No. Critical skills impacting the company’s bottom line? Absolutely. |
AuthorImproving customer relationships, driving sales, increasing worth-of-mouth referrals and building customer loyalty through service professionalism training is my passion. Archives
June 2016
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