The breadth and depth of the relationships you create and maintain are what sets you apart from every other individual or entity that also has (or might seek to create) a relationship with that person.
How you show up (via performance and engagement) over the process that leads to the moment of sale, service, or support creates an outcome for the client or customer. Do enough of these, and you create an impact on that person -- how they perceive and think of you of over time.
So which direction of relationship (positive or negative) do you want and need with this person?
That's why customer service matters; every single interaction you have with a person moves the relationship one direction or the other.
Wow...most of customer service training is nonsense because the true intention has little to do with serving the client or having them experience your value prop. As such, most people hate, abhor and avoid.
There is real work to do to create teams that are present, conscious, human and related to delivering on the brand promises. That is hard, long and difficult developmental work, nothing to do with training. You have to get beyond aphorisms and cliche and dig deep. Avoid the hacks and the trope. Avoid the "apologize and explain, get them off the phone" mentality.
Get clear on your client profiles and value prop, your brand promise and the true expectations of your customers, THEN build for the integrity of the experience. There are a number of great consultants and a few good books (mostly bad) on creating experiences. We worked with Tony's team at Zappos and at Lululemon - places that transcended the boring, tired service.
Now days we tend to call it brand promise fulfillment or brand experience gurus.
Every customer understands focus and the value of your time. They appreciate it when you follow-through, even on the small stuff help them. It is often good to thank them again for their contact and business - even after you have delivered, saved them money or improved their situation.
This is always good for future business and referrals.
I always like the good ole "People will forget what you say or what you do, but they will never forget how you made them feel".
Customer service is at the center of most businesses. And branding as a business should be a feeling - how do people FEEL when they hear, see, interact with your business?
The definition of service is "the occupation or function of serving." Being humble and listening with the intent of truly helping the customer get their needs met is the key to giving good customer service. Everything else will follow.
Some say that the customer is always right. My thought is that a business needs to service a customer within limits. Being respectful of the relationship between a customer and the business is necessary in order to meet the interests of the parties. When I experience good service it always has elements where the vendor has shown real interest in what I am looking to purchase as the first step then and only then does the business try to match that interest with the product or service being sold. If I can leave the business saying thank you for a job well done then good customer service has been achieved.
Customer service should be experiencial. If you appeal to an emotion: satisfaction. Sense of importance, happiness, etc you have likely locked in a customer.
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Answers (21-29)
The breadth and depth of the relationships you create and maintain are what sets you apart from every other individual or entity that also has (or might seek to create) a relationship with that person.
How you show up (via performance and engagement) over the process that leads to the moment of sale, service, or support creates an outcome for the client or customer. Do enough of these, and you create an impact on that person -- how they perceive and think of you of over time.
So which direction of relationship (positive or negative) do you want and need with this person?
That's why customer service matters; every single interaction you have with a person moves the relationship one direction or the other.
Who do you become when you provide both?
Wow...most of customer service training is nonsense because the true intention has little to do with serving the client or having them experience your value prop. As such, most people hate, abhor and avoid.
There is real work to do to create teams that are present, conscious, human and related to delivering on the brand promises. That is hard, long and difficult developmental work, nothing to do with training. You have to get beyond aphorisms and cliche and dig deep. Avoid the hacks and the trope. Avoid the "apologize and explain, get them off the phone" mentality.
Get clear on your client profiles and value prop, your brand promise and the true expectations of your customers, THEN build for the integrity of the experience. There are a number of great consultants and a few good books (mostly bad) on creating experiences. We worked with Tony's team at Zappos and at Lululemon - places that transcended the boring, tired service.
Now days we tend to call it brand promise fulfillment or brand experience gurus.
Do what you say and promise.
Every customer understands focus and the value of your time. They appreciate it when you follow-through, even on the small stuff help them. It is often good to thank them again for their contact and business - even after you have delivered, saved them money or improved their situation.
This is always good for future business and referrals.
I always like the good ole "People will forget what you say or what you do, but they will never forget how you made them feel".
Customer service is at the center of most businesses. And branding as a business should be a feeling - how do people FEEL when they hear, see, interact with your business?
Other than leadership, the single most important part of any organization.
The definition of service is "the occupation or function of serving." Being humble and listening with the intent of truly helping the customer get their needs met is the key to giving good customer service. Everything else will follow.
Some say that the customer is always right. My thought is that a business needs to service a customer within limits. Being respectful of the relationship between a customer and the business is necessary in order to meet the interests of the parties. When I experience good service it always has elements where the vendor has shown real interest in what I am looking to purchase as the first step then and only then does the business try to match that interest with the product or service being sold. If I can leave the business saying thank you for a job well done then good customer service has been achieved.
Customer service should be experiencial. If you appeal to an emotion: satisfaction. Sense of importance, happiness, etc you have likely locked in a customer.