Written by Sean McPheat |
Providing unparalleled customer service, and after the-sale service, in today’s marketplace, is essential in maintaining customer loyalty. Today’s modern and educated buyer demands more for less, and is always aware of alternative options, including alternative vendors and competitive offers.
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Following are three mission critical points for providing good customer service. Although these tips may seem obvious, do not take them for granted. Check your internal processes and procedures.
#1: Can You Hear Me Now?
You must make it easy for your customers to be heard. The customer has to have the ability to quickly SPEAK TO A REAL LIVE PERSON! Having a problem is one thing, but when the customer cannot even get to a LIVE person to explain their problem, it creates a frustration and often an anger that has the customer saying things about you and your company that I cannot even print!
Listen, I don’t care what you think about your super-duper-smart-voice-recognition-software, voice-mail technology. Whatever you do, please, make it EASY for clients to talk to a real person, at least during your normal business hours.
#2: A Little Understanding
Now finally, after 25 extremely frustrating minutes of getting the run around with automated systems that made no sense, the customer gets a live person on the telephone. However, that person immediately informs the customer that problem for which they are calling about is something that is a simple, and in fact is actually the customer’s fault in the first place!
Look, as professional sales people, we all know that the customer is NOT always right. However, you don’t have to slap them in the face when they are wrong, either. Train customer service people to have some sensitivity.
#3: That’s Not My Job
The customer navigates a nightmare maze of automated messages and incorrect links that take them around and around in circles for 25 minutes. Finally, they actually get to the exact department they were directed to, and, unbelieving; they reach a HUMAN in that department!
However, that human, almost proudly, informs the weary customer…
“I’m sorry, but that’s not my department.” Or, “I can’t help you…”
Do not force customers to have to FIND the right person to solve their problem. YOU find the right person for them. Make sure no one ever answers a customer grievance by saying, “I’m sorry, Ms Customer, but that is not my job or department…”
Instead, “Ms Customer, I am so sorry to hear you are having a problem. Although, I cannot handle this or fix it for you personally, I am going to get the right person to help you get this solved right now. Just hold on a moment, and I will connect you to the best person to solve this problem…”
I know that to provide such customer service costs money. I know that it takes a lot of work, training, and effort. In my opinion, such service is not an option. It is what we do.
Originally published: 30 March, 2012