Maham Riaz (February 23, 2016)
For delivering exceptional customer service you need to be enthusiastic and committed towards serving customers. Putting in every possible effort to delight customers and creating an amazing experience for them is the first step towards delivering customer service excellence. Promoting a culture of customer-centricity in your organization and making every customer feel valued can go a long way in raising the bar of your customer service standards. In order to create a lasting and memorable impression on your customers give them a gesture that you are eager and happy to serve them. Giving value to customers’ preferences and anticipating their needs is likely to win you brand advocates. Utilizing all resources to make things happen for your customers every time they ask for something extra would make them loyal to your brand. Here are some simple ways for businesses to achieve customer service excellence!
It all starts with incorporating a customer centric culture throughout your organization. If you want to excel at customer service, make sure that everyone in your company gives priority to customers. Even the departments that are not directly dealing with customers should know that the prime emphasis of your business is to deliver exceptional service to customers. Make your business processes and policies customer friendly, train your employees to facilitate customers and address service issues in a competent manner. All your managers and CSRs should know that customers always come first.
Never ignore a customer even if he/she does not seem like a potential buyer or takes a lot of time in analyzing products and making a buying decision. If you want to deliver excellent customer experience, do not take any customer for granted. Every customer is important for your business so whenever a customer walks into your store, treat him/her exceptionally well. Take every customer as an opportunity to strengthen your brand image and to attract more customers.
To deliver exemplary customer service you need to make your customers feel special and welcomed. Small gestures that express your eagerness and happiness to serve customers would make them feel contented with your service. Greet your customers with a genuine smile, be quick to help and serve them. Be a good listener, if a customer has concerns, spend ample time to address them until he/she gets satisfied. Express your gratitude and appreciation before customers leave and encourage them to come again. If you want to create a memorable experience for customers show them that you are enthusiastic and delighted to serve them.
Another smart way of achieving customer service excellence is to learn about your customers’ preferences and anticipating their needs. After you understand what customers like, personalize the experience to add the “wow” element to your service. You can use feedback surveys, sign up forms and customer behavior tracking apps to get insightful information about the needs and expectations of your customers. You can then put in extra effort to modify your product/service according to the inclinations of your customers.
There are times when your customers expect you to be a little flexible with your policies and rules. Never say “No” to a customer if he/she asks for something that is not in your rule book. While handling customer complaints tweak your business procedures and utilize all resources to satisfy angry and frustrated customers. In order to deliver customer service excellence, make the impossible happen for your customers. Always facilitate customers in some way and give alternative options to them if they have issues or complaints.
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