Unfortunately for most people, the term customer service isn’t one that is associated with pleasant experiences. In fact, when they do find a customer service agent who is helpful and solves their query, they are usually surprised because it’s such a rare experience. How does your business compare? Are your customers really being served and how can you make sure that your customer service is the best that it can be?
Here are a few pointers to think about:
1. What’s your company culture?
Does your customer service centre operate in isolation or is everyone in your organisation involved in customer service in some way? When problems are simply directed to a customer service department it is like putting a sticking plaster on the problem. It may be fixing the problem, but it doesn’t get to the root cause. Customer service is most effective when it is at the very core of the business and is ingrained into the culture. Everything that everyone does in the organisation is then geared towards serving customers and providing them with a great experience of your business.
2. Are you delivering what your customers really want?
Have you taken the time to understand what your customers really want from you? Where many businesses get it wrong is that they try to fit the customer into their business mould rather than the other way around. It could be as simple as delivering on time or getting the order right first time around. When you make the customer your priority and build your systems around their needs, you will be well on your way to blowing your customers away with simply great service.
3. How do you handle getting it wrong?
Even with the best systems and a solid customer service culture, things can still go wrong. Interestingly enough, it is how you handle these situations that makes all the difference. Being defensive, trying to shift blame or avoid responsibility are the worst things anyone can do. However, taking ownership of the problem and actively looking to resolve it can result in not only a happy customer but an extremely loyal customer.
4. How do you show your team that you value them, and why is this important?
If customers are the most important people to your business, how does your business look after the staff who are dealing with customers on a daily basis? It’s the people on the front lines that really get to know the customers. They are the company’s eyes, ears and voice. Treat them well and show that they are appreciated, and this will translate into them being happier in their work environment. Staff that feel valued are generally more motivated to continue to perform well at work. In the end, the customers and the business will also benefit.
Ultimately, companies who take the time to reflect on these core questions and take action as a result of their findings are on their way to delivering not just good, but great customer service. Reflecting, reviewing and refining are the hallmarks of a successful organisation.
Author: Jonty Pearce
Published On: 14th Jul 2014 - Last modified: 5th Feb 2019
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