What better way to learn Customer Service with Expert Shep Hyken! Great customer service keeps your customers coming back and increases your referrals. It is one of the best strategies to increase your revenue and gain a competitive advantage.
What are some tricks in customer service? How can you succeed in excellent customer service? Besides, what’s your role as a leader in implementing customer service?
This article expounds more on some strategies you need to succeed in your business and keep your customers coming back. If you are wondering how to handle that unhappy customer who keeps complaining, this is for you!
Tricks in Customer Service
- ●Process Improvement
- ●Listening to the customer
- ●Getting Feedback from customers
- ●Acting on that feedback
Why most organizations fail customer service
Some organizations aim to invest in customer service, but they end up failing. Where do these companies go wrong? Such companies tend to invest in customer service based on the competitors rather than their customer’s wants.
You can’t just say, let’s give great customer service. There are certain angles you need to hit:
- ●Have it in your culture
“Customer service is not a department, it’s part of the culture. It is the philosophy of the company.”
- ●Proper Training
Training is not one time. You can’t just watch the course once. You have to go through it over and over again.
“Training is not something you did, it is something you do. It is ongoing.”
- ●Who to train
Instead of creating the culture and training people properly, most organizations think they only need to train front-line workers. However, it’s never the case. You have to recognize that you have internal customers, the people you work with. If you do not treat your internal customers the right way, you do not expect these people to go and do a perfect job for the outside customer.
Role of Internal customers in Customer Service
Whenever a customer comes into contact with any aspect of the business, they form an impression. Therefore, no matter how big or small the company is, every person in your company has some impact on the customer’s experience.
Always ensure that you have good customer service. Are your employees working for a paycheck or the company? Do you pay them what they are worth? Ensure you create an environment that is fulfilling for your employees.
“If you take care of people on the inside, they are going to take care of people on the outside.”
Customer Service Solutions
Teach your customers to use customer service resources such as customer relationship software. Using this software enables them to resolve issues on their own within a short time.
“It is impossible to wow someone everytime they call. I’m calling to enquire my bank balance. Wow that’s amazing. It doesn’t happen.”
Although you cannot always wow a customer, you can amaze them all the time by ensuring every interaction they have is slightly better than average.
The unhappy customer versus the happy customer
If you get someone that complains and always has an issue, it is an opportunity to learn from that. How do you get to eliminate, mitigate, or train people to respond, so it does not happen again?
For both the happy and unhappy customer, you need to ask the reason behind it. If it is bad, what can you do about it and prevent it? If it is good, how do you operationalize it?
The role of leaders in great customer service
In a customer-focus culture, leaders have to demonstrate what they want everyone else to do.
“Wear it on your sleeve and have it in your heart. Walk the talk.”
As a leader, always stoop to excellence. Be willing to stoop to whatever level to ensure an excellent experience.
Communicating with your Clients
Good customer service involves communication with your clients. You can do this via personalized handwritten thank you notes, texts, emails, or videos. It does matter whether it is digital or handwritten. Just personalize it and do it right!
Hope you enjoyed our episode with Customer Service Expert Shep Hyken!
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