Customer Service Excellence
It costs you five times as much to win a new customer than to keep a current one. But, customers are not loyal by nature and research shows that emotion influences purchase decision six times more than rationale. Connecting to your customers on an emotional level is the key to establishing
About this program
rnService excellence is an attitude engrained in every department and it begins and ends with your people, from cashier to CEO. It requires more than a streamlined customer service department or a slogan on the lunch room wall. Excellence is a consistent, premium service at every pass set by a service oriented tone that drives your company strategy at every level. The following list are top tips that wil help you to focus on the most important elements of customer service excellence:
Always Focus on Service before anything else
rnGive the Best experience possible
rnCreate a unique customer experience
rnUse the Customer as a marketing vehicle
rnAlways remember that you are Selling “WOW”
rnAlways improve on your service
rnAlways respect your customer (time and opinion)
rnMeasure their satisfaction and engagement
rnEducate, encourage and use incentives on employees to deliver service
rnDifferentiate your Brand from competition
rnKnow your customer base (segmentation)
rnIntegrate your operations processes into your customer marketing strategies
rnUnderstand that Customer Satisfaction is based on loyalty, identity, values, and relationships
rnSpecial Interactions keep customers coming back
rnSolve problems quickly and turn complainers into advocates
rnCustomer Service agents must have the authority to make decisions
rnListen to your customers; Change their attitudes, and fix their problems
rnMeasure your relationships, and refine your processes, and proactively solve and prevent the same mistakes from happening again. (Continuous improvement)
rnImprove your supplier relationships, and hold them to the same standard as your customers do
rnExceed expectations and treat customers as if you would treat a guest in your own home.
rnSpread the word – promote your brand promise by empowering your employees to act as ambassadors
rnHire good employees from the start; study your culture, and find the right fit
rnAlways remember what your corporate values and purpose are, and set mission to that goal.
rnTell the customer the truth, and love what you do
rnPersonalize your service to meet your customers’ needs
rnListen to Customers; Take appropriate action; keep it simple
rn“The most common thing about common sense is so uncommon”
rnLeaderships should stay involved in the business, and respect employees and customers
rn5 P’s of Customer Service Excellence – Process; Product; Presentation; Price and most importantly People!
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