by ethosplc | November 14th, 2017
There’s a whole world of knowledge out there about all sorts of subjects- you can buy books on everything from motorcycle maintenance to psychology and learn a new language in your lunch breaks. But when it comes to customer service, nothing beats personal experience. We’ve all got our own horror stories about grumpy sales assistants or terrible services, and it’s important to bear them in mind when working with customers ourselves.
Even though every business and industry is different, the principles of customer service are universal. Apple, one of the biggest names in tech, based their entire customer service training program on one developed by the Ritz Carlton hotel group. Totally different areas of work but it doesn’t matter-what’s important is a company’s commitment to making its customers happy.
Learning from your own experiences as a customer ensures your work has a personal touch, and it won’t cost you a penny. Here’s how to make the most of being on the other side:
Think about the companies that you buy from regularly, and why you keep going back. Do they send regular emails and targeted marketing campaigns, consistently deliver on time, or do something else that makes them stand out from the rest? If you can replicate the positives in your own business, you’re onto a winner too.
For every excellent service you receive, make a list of all the key points that made it so special. Then do the same with the mediocre and the bad and really analyze the key points that irritated you or the areas where you feel they could have tried harder. Pay attention to things like eye contact, smiles and downright unhelpfulness and use them as a benchmark for your own client communications.
Sometimes the best way to make a change is to take a long, hard look in the mirror. Spend a week comparing every single transaction you make as a customer with how your own business does things and note down the areas where you think you do better, or worse. Consider things like:
Note down any particular techniques and behaviors that helped to create a positive experience and any areas where front line staff went above and beyond. After every transaction, actively ask yourself “Do I want to repeat this experience?”
Dealing with customers isn’t easy- sometimes they’ll be having a bad day and that gets passed down to whoever’s on the front line. But always try to put yourself in your customers’ shoes, even when they’re being difficult. If you can exceed their expectations and find fast resolutions to any problems they’re far more likely to keep coming back.
Great customer service comes from remembering the following:
For more information about customer service, contact Ethos on +971 4 432 9373