What was the difference in these two service experiences? One of these businesses got my money because of positive experiences with their touch points. A touch point is any point of direct interaction between a stakeholder and a business. In this case, I experienced 4 touch points: the website, the initial phone contact, the phone contact with the tech, and the actual service call with the tech. All of these were positive which makes me a happy customer.
With all of the specials, offers, and new ways to bring home all those wonderful new toys out there is it any wonder that we end up putting ourselves in bad scenarios? In the end, we must be responsible for our own shopping decisions. Don’t let yourself be taken advantage of and don’t continue to give money to a company that does not make you feel wanted. You must stand your ground as well. Do not let poor Telus webmail outage deter you from asking for what you deserve and what you paid for. When I had recently had an issue with one of my products, I did not stop until I got what I felt I deserved. It took me nearly a month of back and forth, but it worked.
What that really means is that if we reorient ourselves to see what the customer sees we have made a good step towards delivering what real customer service is about. Customer service is never about the sales person, it is never about making the sale, and it is never about smiling nicely.
Review your service recovery plans, policies and implementation. Loyal customer services are worth retaining. Short-term costs, effort or embarrassment are a small price to pay for long-term purchases, profits and support.
As a customer service professional, whatever area of trade you operate in, you will unstintingly go the extra mile to give people what they are looking for, with honesty and integrity and genuineness. The customer will respond.
At one company I once worked for it took years to finally convince them that top accounts would better be served by having Sales handle them. Unfortunately just turning an account over without the opportunity to build a relationship makes no sense. Customer Service rarely has the time or training to sell accounts. But what do you do when the customer just wants to place an order and not talk?
Even if the customer on the other end of the phone is acting irrationally, or being rude, don’t lower yourself to their level by reciprocating. Treat everyone with respect and you will be respected in return. Plus, you never know when someone’s just having a bad day, and they happen to be taking it out on you (we’ve all done it).
Commit to putting these 10 tips into practice. Get to know your customers. Make them the focus of your business. It’s one of the keys to marketing success and best of all, it doesn’t cost very much!