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Guide to Creating "Wow" Customer Service Experiences
How to increase customer retention, loyalty, and profits for your small business.
By Robert Moment
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In today’s competitive economic environment customer service is the single biggest differentiator in the marketplace. Customer service guides every single business interaction.
Your level of customer service is the difference between a successful , thriving business and giving money to your competition .
The key ingredients of Creating Wow Customer Service Experiences are:
I recommend: The one source for customer service training articles, ideas , tips, strategies visit www.customerservicemanager.com
Seamless Service means providing everything the customer needs, not just what is required to meet the minimum standards. It’s about making sure that they don’t have to wait and wonder. Customers will appreciate a smooth, seamless process for addressing their needs. If there are several steps needed to take care of their concerns, keep them in the loop – update them by email or with a quick phone call so that they know you are working on the situation and progress is being made.
Trustworthy Service is essential to retaining customers. Promising a customer anything and delivering nothing is the surest way to not only lose a customer, but get the kind of “word of mouth” bad press that can ruin you. Under promise and over deliver – If you promise a satisfactory solution and then go the extra mile to not only satisfy the customer, but gain their appreciation and “Wow” them, you will get word of mouth that will bring new customers to you.
I recommend: Ezine Articles Directory provide readers with a wealth of customer service articles which will help improve customer service. Visit www.ezinearticles.com
Attentive Service means paying attention during and after the initial contactAttentiveness should run through every customer service experience, from listening carefully to the customer’s concerns to following up after the exchange is over to make sure their needs have been met. Listening isn’t just about hearing – it is about understanding what is really being said.
Resourcefulness means finding solutions when there appear to be none. Resourcefulness involves finding a solution when a solution isn’t apparent.
I recommend: Ideamarketers has content-rich customer service articles on a wide array of topics. Visit www.ideamarketers.com
Courtesy is a commodity that is becoming rarer every day. It takes so little to be polite but it is becoming a lost art. Use the person’s name, make requests rather than demands and know when to apologize.
Pro-Active Service means not waiting for the customer to come up with a solution that you simply follow through on.
If you keep these six keys in mind – seamless service, trustworthiness, attentiveness, resourcefulness ,courtesy and pro-active service – you will be able to offer every customer the Wow Customer Service Experience that inspires loyalty and keeps customers coming back for more.
ROBERT MOMENT is a customer service consultant, business coach and author of “Invisible Profits: The Power of Exceptional Customer Service”. Visit http://www.customerservicetrainingskills.com and sign-up for the FREE 5 Day e-course titled, “Creating Wow Customer Service Experiences”.
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