First we realize our clients are unique individuals and take a personal interest in the success of each project. We treat them with respect, we listen carefully, and we set expectations we fulfill. We let our clients know what we expect of them and even decide ahead of time how we will handle misunderstandings and disagreements before they occur. We find that open communication based on mutual trust and respect, works well.
Not only should you exceed the client or customer expectations you need to be aware of how they experience your service or product. They need to feel comfortable and satisfied with the value they receive. Their interaction with you and your staff needs to be pleasant and focused on them and their perceptions.
I try to get some input from the customer on their vision for their day and then shoot to exceed it. A lot of times we help with other issues or referrals that are outside of the catering for our customer but if it helps ease their minds and make their planning process easier then it makes the memory of their day better. So we strive to do what ever is humanly possible to make sure we help find a solution to whatever issue they have. People don't tend to forget a kind gesture or a voluntary helping hand.
Probably the golden rule applies... At least this is what I would believe. Let me explore this for information purposes only. The information may possibly be familiar & logical.
If you had a problem with a service or a product & had to explain that to someone at a company, do you think that you'd like to explain that so someone else at that company? What about explaining it to several people & starting fresh each time because no one took notes & told the others anything?
Probably that wouldn't be considered a best practice in terms of customer service.
Do employees project a happy, secure & confident demeanor? You know you can't fake that. Treat employees well, & they will have the advantage of honestly sounding happy. Confidence is as confidence does. This is something that can only be done for real.
And the only way to do that is not some fad about how to order employees to do so. Those that serve customers cannot do their best work if they honestly and constantly fear for their jobs. So, a secure & team oriented environment that is sustainable is probably a pretty important factor in terms of customer service.
As I deal with the points made so far something must be apparent. There is no way to cut corners on customer service. You either have a sustainable & positive environment or you don't.
If you mess around in business, it can cost you money, quite often.
Here's another thing to make sure you have... Knowledge.
Employees that honestly understand both your offerings & the use cases thereof can be really empowering to your customer service.
Can technology help with this? Sure. But employees still need to be trained in at least the fundamentals of what they are supporting. Employees need to comprehend why something a customer has used from your group could be a problem. And they need to understand how they could possibly fix that. A knowledge of how to even discern route cause would be optimal.
This is where Big Data & Deep Data can really help. Some dedicated & well-trained people can use a combination of technology & human expertise to discern why something is either not optimal or optimal all the time. And that way you can fix things if need be.
Why wait for a customer to call in? There should be a process of continuous improvement in place to pro-actively make things better all the time. Great companies take great care with what they offer, & thereby with their customer service.
It doesn't take a genius to empathize, but it does take much less then a genius to miss the mark and not listen or even be ready to listen.
Think of what you have already considered great customer service from the companies that you've dealt with. That could be a really good indicator of how to give exceptional customer service. Examples are out there. We just need to notice them. Consciousness can be a valuable commodity in business. You can't fix what you don't know about.
Oddly, again I believe that the Golden Rule probably applies "Do onto others as you would wish them to do onto you..." What do you think?
If you have any questions on the above please message me directly. I will be glad to help you..
I agree with Rick always exceed the customers expectations. However, follow-up is key. Maybe after a customer obtains a service follow-up with that customer. Keeping in touch with your customers and building a relationship is key in any business.
Customer Service is the only viehicle that separates like kinds of business. Being able to touch your customers as often as possible with helpful information earns you respect and loyalty. When I get an order I immediately thank the client and let them know when they could expect our Bio-Based toners to be delivered. I then follow up with them the day after delivery to confirm the delivery and thank them once more for the order. Then about 3-4 weeks later I send them another note thanking them once more for their earlier order and ask them how our toners are performing. This, almost always facilitates an new order.
You need to stay in touch and become concerned about their individual busienss. Vendors that appear to take ownership of their clients needs ALWAYS get repeat business.
Having been in the customer service biz for my whole life, it is an attitude you have in your soul. Knowing you are in biz to serve them. Not the other way around. And remember any one can provide normal service to clients, but you can provide exceptional service. At a reasonable cost too.
And do your cost accounting so you make a good profit - a good client will not begrudge you a living if it is reasonable and fair.
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Answers (21-30)
First we realize our clients are unique individuals and take a personal interest in the success of each project. We treat them with respect, we listen carefully, and we set expectations we fulfill. We let our clients know what we expect of them and even decide ahead of time how we will handle misunderstandings and disagreements before they occur. We find that open communication based on mutual trust and respect, works well.
Not only should you exceed the client or customer expectations you need to be aware of how they experience your service or product. They need to feel comfortable and satisfied with the value they receive. Their interaction with you and your staff needs to be pleasant and focused on them and their perceptions.
I try to get some input from the customer on their vision for their day and then shoot to exceed it. A lot of times we help with other issues or referrals that are outside of the catering for our customer but if it helps ease their minds and make their planning process easier then it makes the memory of their day better. So we strive to do what ever is humanly possible to make sure we help find a solution to whatever issue they have. People don't tend to forget a kind gesture or a voluntary helping hand.
Probably the golden rule applies... At least this is what I would believe. Let me explore this for information purposes only. The information may possibly be familiar & logical.
If you had a problem with a service or a product & had to explain that to someone at a company, do you think that you'd like to explain that so someone else at that company? What about explaining it to several people & starting fresh each time because no one took notes & told the others anything?
Probably that wouldn't be considered a best practice in terms of customer service.
Do employees project a happy, secure & confident demeanor? You know you can't fake that. Treat employees well, & they will have the advantage of honestly sounding happy. Confidence is as confidence does. This is something that can only be done for real.
And the only way to do that is not some fad about how to order employees to do so. Those that serve customers cannot do their best work if they honestly and constantly fear for their jobs. So, a secure & team oriented environment that is sustainable is probably a pretty important factor in terms of customer service.
As I deal with the points made so far something must be apparent. There is no way to cut corners on customer service. You either have a sustainable & positive environment or you don't.
If you mess around in business, it can cost you money, quite often.
Here's another thing to make sure you have... Knowledge.
Employees that honestly understand both your offerings & the use cases thereof can be really empowering to your customer service.
Can technology help with this? Sure. But employees still need to be trained in at least the fundamentals of what they are supporting. Employees need to comprehend why something a customer has used from your group could be a problem. And they need to understand how they could possibly fix that. A knowledge of how to even discern route cause would be optimal.
This is where Big Data & Deep Data can really help. Some dedicated & well-trained people can use a combination of technology & human expertise to discern why something is either not optimal or optimal all the time. And that way you can fix things if need be.
Why wait for a customer to call in? There should be a process of continuous improvement in place to pro-actively make things better all the time. Great companies take great care with what they offer, & thereby with their customer service.
It doesn't take a genius to empathize, but it does take much less then a genius to miss the mark and not listen or even be ready to listen.
Think of what you have already considered great customer service from the companies that you've dealt with. That could be a really good indicator of how to give exceptional customer service. Examples are out there. We just need to notice them. Consciousness can be a valuable commodity in business. You can't fix what you don't know about.
Oddly, again I believe that the Golden Rule probably applies "Do onto others as you would wish them to do onto you..." What do you think?
If you have any questions on the above please message me directly. I will be glad to help you..
Absolutely! Our customers are our prime priority, who they are and what their needs are, that's what we focus on.
We work hard until we get it right. We never give up.
I agree with Rick always exceed the customers expectations. However, follow-up is key. Maybe after a customer obtains a service follow-up with that customer. Keeping in touch with your customers and building a relationship is key in any business.
ALWAYS treat the client as you would want to be treated.
Customer Service is the only viehicle that separates like kinds of business. Being able to touch your customers as often as possible with helpful information earns you respect and loyalty. When I get an order I immediately thank the client and let them know when they could expect our Bio-Based toners to be delivered. I then follow up with them the day after delivery to confirm the delivery and thank them once more for the order. Then about 3-4 weeks later I send them another note thanking them once more for their earlier order and ask them how our toners are performing. This, almost always facilitates an new order.
You need to stay in touch and become concerned about their individual busienss. Vendors that appear to take ownership of their clients needs ALWAYS get repeat business.
Hope this helps,
Roy Stepanian
Having been in the customer service biz for my whole life, it is an attitude you have in your soul. Knowing you are in biz to serve them. Not the other way around. And remember any one can provide normal service to clients, but you can provide exceptional service. At a reasonable cost too.
And do your cost accounting so you make a good profit - a good client will not begrudge you a living if it is reasonable and fair.