The Secret to Unrivaled Customer Service
In our last post we talked about how to uncover what your customers want out of a positive shopping experience. Today, we’ll explore the concept of “Deliver +1” and how it can take your customer service to the next level. I’ve decided to split up this blog into two entries and the next related post will address the “1% Rule“.
Consistency is the key to any unparalleled customer service experience. If you want to take your satisfied customers to “Raving Fan” status, you absolutely must go above and beyond the average customer service experience.
There are three ways to develop consistency:
Simple and Clear Customer Service Options
We sometimes get so caught up in giving customers what they want that we begin to sail away from our original vision. Instead, stay true to your vision and offer one or two solid customer service techniques that will distinguish you from the competition. You need to fine-tune the current systems you’re using before you can add anything to the mix. There’s nothing worse than launching a new program when you haven’t even worked out the kinks of an old system.
Once you know what you’re going to offer, you need to have a system in place to execute it flawlessly every time. This system needs to utilize the right people in the right roles and responsibilities as well as technology that guarantees a positive experience every time. Emphasis needs to be placed on the results, which ultimately is the satisfaction of the customer.
Tremendous Staff Training
Once you have your system in place you need to train people to use it properly and efficiently. This helps your people deliver the results your customers are looking for. Since training is essential for the system to thrive and for all your people to work together cohesively, employee appreciation and ongoing training and continuing education will go a long way.
I hope this has given you a look into what you need to do in order to have a quality customer service process in place. If you need additional assistance, our RevSherpas Growth Academy has a wealth of resources, tools and coaching on not only client service, retention, and reactivation, but also lead generation, marketing, and business development. Check it out to elevate to the top of your industry TODAY!