In my last week's post, we looked at the difference between achieving and succeeding, especially when it comes to working in the customer service field. Now I would like to take a look at more application ideas about offering the most excellent of service experiences. There are so many ways to provide excellent service, and these tips are but the tip of the iceberg, but some that I found to be worth sharing.
1. Be Consistent - While you may not always make everyone absolutely the happiest they can be, you can be sure to always provide the best service all the time. Many companies get it right occasionally, but it takes consistency to develop a great reputation of excellent service.
2. The Details - Pay attention to the details of every case. Sometimes you only hear what you think the issue is, and may not pay attention to the real root of the case for the customer. Pay attention to details and that can make a huge impact on the service experience.
3. You're the Owner - While you may not actually be the owner or CEO of the company, you should always work as if you are. How might you handle the cases differently if the livelihood of your business depended on it? It may be easy to get the "us against them" attitude between employees and managers, but to truly excel at service, you need to view all cases as if it is your company. You are a representative of the company, and your actions should always have the companies best interest in mind.
4. Learn from the Praises Too - The common saying is that people "learn from their mistake" and that is true. Customer feedback is a big way to find out how things are going and what areas need help. However, feedback of a positive nature should not be tossed aside. Take a look at the praise feedback received, figure out what caused someone to take the time to write such positive feedback, and analyze how to repeat such service consistently. People are easily aggravated enough to write a negative review, but when someone is so delighted that they stop to take the time to give positive feedback, it is worth noting.
5. Become the Customer - If you want to see what it is like to be on the other end, then pay close attention to things when you are the customer. Watch for how you are treated when you are the customer, and see the positive and negative things you have experienced from it. These can provide you with key points and real-life application that can benefit how you think and feel about your job. My son recently started at a new fast food company, and he was telling me the kind of customer service lingo they had to learn and apply. He gave me some info about the behind the scenes teaching they were getting, and it gave me insight that I now watch for not only when I visit a branch of his company, but that I use as a sort of standard for other similar companies.
Make every customer feel they have had the most excellent experience they can, and you will gain a lifelong customer who will tell others, and that will benefit you and the company. So, what was one of the worst customer service experiences you have ever had? Let's hear it in the comment section below.
Jeff McCormack resides in Virginia Beach, VA. where he works as a web designer by day. In his off time he is a husband, father, and musician. Aside from being a freelance writer for this Customer Service Jobs blog, he also seeks to assist in career choices and information by contributing to other Nexxt blog sites.