Customer service excellence can set you up for success in a variety of jobs and careers. Including sales, customer care, collaborating, commerce, foodservice, ad campaigns, and branding. Building strong interpersonal relationships is essential to providing excellent customer service.
Customer service representatives are in charge of ensuring that customers have a positive experience by meeting their needs. Clients can communicate with them in person, by telephone, the internet, or through messaging apps. Constructing your customer support skills which will help you advance in your career. Because it is a skill set that employers value. In this article, we’ll go over some of the most common ways to provide excellent customer service.
Pay attention to your customer
Listen to what your customers have to say about your brand’s service delivery. At Disney World, every manager spends a day touring the park in a Mickey, Minnie, Goofy, or another character costume at least once during his or her career. Every year, all Disney World executives spend a week on the front lines, selling tickets, selling popcorn, or loading and unloading rides.
Bill Marriott, Chairman of the Board and President of Marriott, follows Customer service excellence. He reads 10% of the 8,000 letters and 2% of the 750,000 guest comment cards submitted by customers each year to stay in touch with them. It becomes easier to bridge the gap between where you are and where you want to be. It will be easier once you understand what customers are saying about the brand’s service delivery.
Hire the best person for the job
Technology implementation is important, but when hiring someone for a job that requires a lot of interaction with customers (internal or external). It’s critical to pay attention to the softer skills like communication, grooming, and people skills. It’s a good idea to set up attribute-based interviews that focus on these soft skills. It’s always a plus to hire candidates with a hospitality background.
Be amiable
Being friendly is the most important rule in providing excellent customer service. Always be courteous and respectful to customers and try to greet them with a smile. Pay attention to the needs of the customer. Also, Offer assistance or recommendations before they ask. Even in stressful or contentious situations where customers appear disappointed or angry, it is critical to remain kind and empathetic to them.
Respond as soon as possible
Another aspect of good customer service is the promptness with which you respond. Customers value prompt responses to their questions, particularly when they have a time-sensitive request. For excellent client satisfaction, attempt to repeat all calls and letters within 24hrs. Provide buyers with an estimated time for when you will be able to assist them.
Establishing and documenting standards
The customer will have several opportunities to form an opinion about your business. If you want your frontline staff to deliver excellence on them, you must list those opportunities. This will be as part of the Customer Service cycle and what needs to be done during those interactions and opportunities.
Hardcoding the experience works in some cases. But in others, establishing project management, a broad framework, and guidelines within which your employees can operate is preferable. The decision should be made solely based on what is best for the end customer.
Make use of the feedback you’ve received
You should use customer feedback to improve your customer service process once you’ve received it. You can review the feedback you are receiving regularly. This will help you to identify areas where you can improve and any specific changes you can make.
Concentrate on your relationships
Maintain a positive relationship with your customers. This will increase the likelihood of repeat business and achieve customer satisfaction. By demonstrating that you care about them, you may be able to gain their trust and gratitude. You could provide personalized service, greet them by name. As well as, you can jot down details from previous conversations so you can refer to them the next time you meet.
Empower
Employees at the Ritz-Carlton are allowed and even encouraged, to spend up to $2000 to resolve guest issues. More than money, it’s about giving employees the power to use their time, effort. When necessary, companies can give funds to improve any guest’s experience. You are not equipping your employee to deliver excellence until they own the interaction. They should not feel like they are in control of making decisions (both from a process and mindset perspective)
Customers should be contacted again at a later time
If you want to go above and beyond with your customer service, contact customers at a later time. Inquire about their experience with your product and service and achieve customer satisfaction. Taking the time to reach out to customers who have been silent or unresponsive can make them feel valued and special.
Reaching out to customers after a long absence can also serve as a reminder that your product or service exists. It also reminds you that your customer service is outstanding. Following up with an old customer may prompt them to make another purchase or provide a referral to someone else.
Reinforce
Reiterate the importance of Customer Service Excellence within the organization whenever the opportunity arises. Many companies use the term “Service Excellence” to describe their program, making it aspirational. Use visual cues to remind employees regularly.
Conclusion
Customer service can include everything from assisting customers with purchases to resolving issues online. A business’s and its employees’ quality and timely assistance to people who use or buy its products and services are referred to as good customer service
