Consumers know what great customer service feels like, but it is difficult to define how to accomplish this from the delivery perspective. Great customer service is all about people and relationships. Most people and customers make a mental picture in their minds of how a person should be treated and that becomes the standard by which their experience is judged. The customer service expectations for sales professionals, servers, front desk personnel, doctors, lawyers, etc. are the same. It is the vital part of the consumer interaction that could make or break the consumers opinions of your company.
No one likes to call a customer service number just to be placed on hold, nor do they want to walk aimlessly around a deserted store looking for an employee to assist them. How can businesses stay on the exceptional customer service track? By consistently engaging their team in customer experience management discussions and holding their team accountable to deliver upon these best practices.
In today’s world, customer service alone just won’t cut it. To create memorable experiences requires companies to rise above the masses of companies that are only giving lip service and ”talking the talk” of customer service programs. The most successful organizations are “talking the talk AND walking the walk.” Those businesses that are world known for consistently delivering the best customer service put extra emphasis on customer experience management and enhancement day in and day out.
Customer service is vital. Any company that isn’t constantly striving to put an emphasis on customer service improvement won’t survive for long.
When a consumer thinks about a brand or a specific store, they are considering the overall experience, not just how quickly they were assisted. They are constantly forming a complete opinion of the company.
Customer Experience Management Solutions
It’s hard to define a set of rules and guidelines on how your specific company can improve the customer experience, but being honest with yourself is a good place to start. Instead of asking the question “How did we all do today?,” ask “What experience did we provide for our customers?” The entire experience is the big picture of how their encounter was from pre-interaction to post-interaction.
Delivering the best customer service requires an in-depth look at the entire experience and a management team that is constantly striving to improve their strategy by serving all customers with heart and monitoring progress through customer satisfaction programs, audits, and mystery shops.
It’s time to not only think about your actions as a company, but to also pay closer attention to your customers’ reactions.
About The Author Service Excellence Group, Inc. is a customer experience measurement and solutions provider with a focus on performance management, research and customer intelligence. Service Excellence Group has developed partnerships with clients in an open and collaborative way that is flexible to the changing environment. Service Excellence Group can help you in delivering the best customer service possible. We offer services such as mystery shoppers and audits to help grow your customer service management.