My Office magazine’s simple guide to giving – and getting – great customer service.
Giving great customer service
If you’re in the business of selling products and services, a content and loyal customer is worth their weight in gold.
However, as technologically-enhanced, real-time communication grows, a dissatisfied customer can be a ticking time-bomb that can do significant damage to your brand’s reputation.
Choose the right medium
It’s vital to know when to use technology-based services and when to rely on human interaction. An online form or automated response might work for a customer who’s looking for efficiency and a quick fix, but someone who’s desperately seeking consolation, advice or assistance won’t react well to a machine. Train service agents to know when which form of service is most appropriate.
Working with one consultant is invaluable for customers. One point of contact simplifies exchange, makes problem solving efficient and decreases frustration levels. This system also allows consultants to build strong and lasting relationships with clients.
Reward valuable customers
Tailored services for long-standing clients, as well as new and existing “big spenders”, are a useful value-add – whether it’s additional or personalised services, or exclusive benefits. This can result in significant growth and investment from the customer’s side.
“Customer service” often drums up images of sub-par call centres, but valuable support can be offered in so many ways. Social media, if used properly, can be a powerful tool to gain insights from customers to improve service. Feedback is never diluted and happens in realtime, which is a huge asset if managed properly.
Offer specialised support
Effective communication is the first tenant of great customer service. This means if your customer service support team isn’t speaking the same language as your customers – literally and figuratively – you’ll never be offering the best service possible. Make sure your support team is tailored according to region, accents and even vernacular, to ensure a fruitful exchange.
Fix issues quickly
As far as possible, make sure customers’ issues are resolved the very first time they complain, so clients experience the least downtime and maximise efficiency. First time fix (FTF) is a sure-fire way to get repeat business.
A customer scorned once is dangerous; a customer scorned twice is fatal – and they will not hesitate to make their plight known. Even after the resolution of an issue, there should always be some kind of follow-up communication to check the problem hasn’t returned, and the client is happy. It never goes amiss.
Getting great customer service
Have you ever wondered how some people always seem to get the best table, the upgraded room or the best piece of meat at the market? Conversely, others seem to continually get the surly waiter, the lazy clerk or the indifferent bellhop.
Great customer service is no accident; there are things you can do to get it. Indeed, those who receive the most professional, courteous and friendly service follow a deliberate recipe that turns even a cold and raw initial encounter into a warm and delicious experience.
Here are six tips for almost always getting great customer service:
Enter the scene with the expectation that greatness is about to happen and that it should happen to you. Visualise being served well. Then let your obvious positive attitude and confident expectation come from your terrific mental picture. Avoid making demands. Instead, put your energy into creating early, light-hearted vibes.
Make a good first impression
The first 10 seconds are vital to shaping the reception you are likely to get. Aim your eyes and best smile at the service provider. Deliver a friendly greeting. Be confident, but not aggressive or pushy. Optimism and joy are generally infectious. Remember, servers favour customers who are a pleasure to serve.
Lend a hand
Most service people really are eager to give great service. But sometimes barriers can make it difficult. So, be a willing helper in clearing those barriers away. If the barrier is the server’s foul mood, try a quick tease or sincere compliment to turn sour into sunny. If the barrier is an absurd policy, offer a novel suggestion that helps you get what you want without putting your service person at risk of managerial disdain.
No matter how determined a service provider seems to be to provide the absolute bare minimum, always treat them with respect. Sometimes a “no!” is an unshakable “no”.
Always use your very best manners: “please”, “sir” and “thank you”. Remember that a chilly initial reception will generally thaw if you are persistent in your cheerfulness. Your server just might surprise you with a turnaround attitude late in the encounter.
Use a playful style that lets the service person be a bit mischievous. Instead of announcing: “I’d like a no-smoking table with a view”, try: “We’d love to get the table that you would want if this was your special night. I know you can get us just the right spot.”
If you help make service delivery feel fun, you’ll have servers wanting to join you on the playground.
Be generous and thoughtful
Never view a service encounter as a single transaction, but rather the start of an important relationship. Assume you’ll be back, and be generous in expressing your gratitude for great service.
Praise service people to their superiors. Express your compliments to great service providers with a follow-up note or call. The next time you return, you’ll get their red carpet best.
Don’t wait for great service to come to you. Take charge of elevating the encounter from a “pretty good” transaction to an “I wouldn’t go anywhere else” relationship.
Service people enjoy great customers just as much as customers enjoy great servers. So, “serve” from your heart and you’ll be served in the same fashion.