Customer Service do you get it
Customer Service do you get it
We have all recovered from the hustle and bustle of the busy Holiday Season....hopefully. During your shopping journey did you feel like you received exceptional customer service? If you did, what did it look like and feel like?
Customer service definitions are varied depending on who you encounter. Some people believe that customer service is simply the idea of offering a service and meeting a need; with this perspective, do those providers stand out from competition??? NO.
In this growing and competitive world, customer service is about providing an experience that is lasting and filled with positive emotion. When we thoroughly enjoy an experience, our brains and psyche tell us that we want more of that feeling. If we receive this feeling on a consistent basis we will become unfailing in our loyalty to that provider.
Based on this fact, how can we facilitate positive emotions and build this idea of customer service?
The first step to understanding how to provide Customer Service is to think about what you want and expect. Identify and Define your business’ service values. What do you value and why those values are important to you and your growing business?
The second step is to demonstrate these values and behaviours to your colleagues and employees. For example, if you value politeness, try smiling at your customers and ask them how their day is/has been. If you want to take politeness a step farther, you may develop the skills towards building rapport; you can easily build a rapport by talking about the weather or about your customer’s interests.
Example: If a woman comes into your business and kicks off snow from her boots, you may say: “Hello, sure is a rough patch of weather we have had!” The customer may reply defiantly saying that she loves the snow and thinks it has been pleasurable. Reply by acknowledging and saying, the snow is lovely though may be a challenge for manoeuvring; but despite traffic, it looks gorgeous out there! May I help you find what you are looking for specifically?”
The above example demonstrates that a little polite conversation can go along way; it can help to find out about the customer’s likes, dislikes and personality. If you make the time to choose to value each customer as a priority, you will engage with them in an authentic and meaningful manner, facilitating the emergence of positive emotions and feelings towards your business.
Some services providers feel that they must sell from the get go. Although sales is a primary function in business, but building relationships is the cornerstone of all sales. Creating values for customer service standards at your workplace will give you a guide that will help your team be on the same page, build on commonalities and understand the meaning of why exceptional customer service and relationship building will help to grow both your business’ and personal reputation among consumers.
Customer Service do you get it - To learn more about this author, visit Janet Dean's Website.
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Think to yourself..... when I purchase something be it an item in a store, a service or an idea what do I look for?
We have all recovered from the hustle and bustle of the busy Holiday Season....hopefully. During your shopping journey did you feel like you received exceptional customer service? If you did, what did it look like and feel like?
Customer service definitions are varied depending on who you encounter. Some people believe that customer service is simply the idea of offering a service and meeting a need; with this perspective, do those providers stand out from competition??? NO.
In this growing and competitive world, customer service is about providing an experience that is lasting and filled with positive emotion. When we thoroughly enjoy an experience, our brains and psyche tell us that we want more of that feeling. If we receive this feeling on a consistent basis we will become unfailing in our loyalty to that provider.
Based on this fact, how can we facilitate positive emotions and build this idea of customer service?
The first step to understanding how to provide Customer Service is to think about what you want and expect. Identify and Define your business’ service values. What do you value and why those values are important to you and your growing business?
The second step is to demonstrate these values and behaviours to your colleagues and employees. For example, if you value politeness, try smiling at your customers and ask them how their day is/has been. If you want to take politeness a step farther, you may develop the skills towards building rapport; you can easily build a rapport by talking about the weather or about your customer’s interests.
Example: If a woman comes into your business and kicks off snow from her boots, you may say: “Hello, sure is a rough patch of weather we have had!” The customer may reply defiantly saying that she loves the snow and thinks it has been pleasurable. Reply by acknowledging and saying, the snow is lovely though may be a challenge for manoeuvring; but despite traffic, it looks gorgeous out there! May I help you find what you are looking for specifically?”
The above example demonstrates that a little polite conversation can go along way; it can help to find out about the customer’s likes, dislikes and personality. If you make the time to choose to value each customer as a priority, you will engage with them in an authentic and meaningful manner, facilitating the emergence of positive emotions and feelings towards your business.
Some services providers feel that they must sell from the get go. Although sales is a primary function in business, but building relationships is the cornerstone of all sales. Creating values for customer service standards at your workplace will give you a guide that will help your team be on the same page, build on commonalities and understand the meaning of why exceptional customer service and relationship building will help to grow both your business’ and personal reputation among consumers.
Customer Service do you get it - To learn more about this author, visit Janet Dean's Website.
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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