Customer Service
Customer Service is a company’s #1 resource. It can make or break a company’s image and have a dramatic effect on its overall success.
Let’s take a company, for example, that has terrible customer service. This could be a large or small company. They could make good products, but the customer service is lacking. A prospective customer walks through the door, and the sales associates gossip with each other instead of offering to help a customer. Immediately, without saying anything, the customer is put off. After a few minutes, one of the sales associates walks over to offer help. It seems small, but the customer’s first impression is that the store is unprofessional. Or you walk into an office, and the receptionist is texting on their cell or browsing a social media account. The customer receives an immediate perception that they are not a high priority. Have you ever felt frustrated at trying to reach out to a business, and you get put on hold with cheesy music for an extended period of time right from the start? You feel frustration. Or what about when you have a problem and try to return an item in good faith only to find out that they have no return policy or the warranty is not usable? How does that affect your image with this business?
Of course, there will be times when customers try to make excuses, get something for free, or take advantage of a situation. However, I am talking about your overall customer experience with your business. Everything from how your employees greet customers to how they react in a challenging situation will affect your overall customer service experience.
Customer service has become a hot topic today as consumers are buying in groups, posting reviews online, and sharing their experiences with your company, which can, by the way, go viral in a short amount of time.
Today's Consumers are educated and demand high professionalism and integrity in businesses. Many consumers research an item online and learn everything they can before making a significant purchase. They might look for reviews, watch videos, and conduct extensive research before considering a purchase or a visit to your business. Many consumers will contact online social groups to ask friends for personal experiences or opinions.
How would your customer service stack up if it were under a microscope or, worse, blasted all over social media?
Consumers today are not hoping for high customer service but expecting or demanding it. Consumers don’t expect perfection and can be fairly understanding of challenges businesses face but they are expecting representatives at businesses to be knowledgeable about what they are selling, to understand their concerns, they want to work with people who are empathetic, patient and caring. When a challenge arises they want a quick response, they expect someone to pick up the phone, listen with empathy and find a resolution quickly. They don’t want to be brushed off they wish to be made to feel that their business is a high priority and the company's representative will look after them long after the initial sales process.
Sales is no longer a slam dunk. Thank you, and never talk to, hear from, or see a customer again.
I have always been impressed when I walk into an Apple Store, which, by the way, is usually busy. I am always greeted with a smile from a well-dressed employee who seems happy and eager to help. I have been asked to wait but I have had my concern noted and reassured as soon as an employee is available I will be helped immediately. My experience has been that the staff are knowledgeable and willing to work with me until I am confident and ready to leave the store. I have had employees share tips and tricks to using my apple devices not even related to the visit I walked into the store for, they have made me feel that they understand my needs.
Have you assessed your customer service lately, played Secret Shopper, or looked online for reviews of your company? If not, it might be time to reassess your customer service levels.
Shopping is rapidly changing, and those businesses that have highly trained employees who provide exceptional customer service will stay ahead. A company’s staff is its most valuable or costly resource, and the employees can make or break a company’s success.
If you are looking for fresh ideas or an outside perspective on how to provide world-class customer service, contact Strategic Edge Leadership. We keep it real and offer straight advice and strategies to help your team develop top-notch customer service skills.