Deliver customer service plus
Last week we talked about how to figure out what your customers want out of a positive service experience. Now let’s look at the concept of Deliver +1 and how this can take your customer service to the next level. I’ve decided to split up this post so the next one will cover the 1% Rule.
Consistency is the key to any great customer service experience. If you want to take your satisfied customers to Raving Fan status, you have to go above and beyond the average customer service experience.
3 ways to develop consistency in customer service
1. Avoid offering too many customer service options
So you’ve seen the websites with a whole range of service offers on the page and you wonder which of the many is the service for your needs. That’s confusing to customers. We sometimes get so caught up in giving customers what they want we get away from our original vision. Instead, stay true to your vision and offer one or two solid customer service techniques that will set you apart from the competition.
Next, you need to fine tune the current systems you are using before you can add anything to the mix. There’s nothing worse than launching a new program when you haven’t even worked out the kinks of an old system.
2. Put solid systems into place
Once you know what you’re going to offer, you need to have a system in place to execute it flawlessly every time. This system needs to consistent of the right people in the right roles and responsibilities and technology that guarantees a positive experience every time. Emphasis needs to be placed on the results, which ultimately is the satisfaction of the customer.
3. Good training is the key
Once you have your system in place you need to train people to use it properly and efficiently. If you’ve ever been served by someone who is struggling to use a new system you’ll not want your customers to suffer that bad service experience. Good training helps your people deliver the results your customers are looking for. While, training is essential for the system to work and for all your people to work together cohesively, appreciation of the benefits to customers will go a long way.
I hope this has given you a look into what you need to do in order to have a quality customer service system in place. If you need help, try our FREE test drive on our home page and gain access to a wealth of resources, tools and coaching.