Service comes from you: Keys to optimizing your customer service
We invite you to watch the webinar the service is born from you complete in this link.
Service comes from you. Every time we start or create a business, we must understand that service is fundamental to the development, growth, and productivity of each of the companies we represent or support.
“Being on par with price and quality only gets you in the game; service is what wins.”
– Tony Alessandra
Knowledge is shared, not discussed. Analyze where your company stands in customer service. The idea is to give yourself permission to innovate, reformulate, or make changes to evolve.
What is customer service?
It's about giving with attention to detail and giving with love. When we work in this area, we strive to do the best we can for the customer. It's about delivering our product or service with the finest attention to detail, ensuring that customers receive it in the best possible way.
There's a difference between customer service and customer service. The latter is the experience we can provide to our end customers, and this includes customer service.
A satisfied internal customer is a guarantee of a satisfied external customer. Customer satisfaction is never a lie; it's what gives us the path to knowing whether we're doing a good job or not.
As service providers, we create expectations in our customers, and those expectations are what determine whether the customer is satisfied or not, obviously when we meet those expectations. Seek out that customer feedback.
Customer service moments of truth.
Never promise a customer what you're not willing to deliver. The important thing is to set your mind to being leaders in the industry, and one way to achieve this is to review the service we provide to customers. Provide staff training.
Customer Service Myths:
The customer is always right.
Of course, the customer isn't always right. When we're clear with our customers and they create expectations based on a clear reality of what we're going to offer, we can have control or manage those customers' expectations.
Customers often forget these things and ask for things we haven't offered or aren't able to provide. We need to make this clear to our customers.
Many people rely on the customer being right, and so they demand things that don't apply to the service we offer. Clear information from the outset will allow us, with all the respect and kindness in the world, to tell the customer when they're wrong and to handle it with great responsibility and courtesy.
Service heroes
These shouldn't exist; what should exist are leaders. Strive to turn that person into a leader of small groups within the company to foster the desire and attitude to deliver effective service to customers.
Collaborators must have a vocation for service
That's not true. The company has the vocation; employees must have a service-oriented attitude.
Smiling is enough to guarantee good customer service
No, that depends on the smile. A smile can certainly open the door to effective care. That smile has to be genuine, it has to be a smile that comes from the heart, one that comes from the heart and from the desire to do its job. Smiling is part of the service.
Build your customer service experience
All of us who own a business need to create a customer experience—that experience the customer will experience from start to finish, that desire to return, to become a fan of the company. The first thing we must do is understand our company, our product or service offering. This is where our purpose as a company, what we're going to offer our customers, comes in. Identify our customers so we can effectively reach them and understand who that customer isn't.
Establish customer service goals, response times, and effectiveness in this area. The means to resolve any issues that may arise while we provide our service.
How can we improve customer loyalty? Working on this issue to improve loyalty ultimately means having highly satisfied customers, and that helps us grow our customer base.
We can't leave staff training aside; if we want to move forward with an effective experience, our workers must be trained.
Controlling quality through feedback is extremely important, not only with our external customers, but also with our internal customers.
Knowing how they're doing and getting feedback, and reaching out to external customers with that direct communication, which can be through surveys, CRM, chatbots, and getting feedback on what we're offering and controlling the quality of what we're offering our customers.
Did you know that for Contact Centers or Call Centers there are platforms that help you better manage your customer service? iKono Call Center here.
#We invite you to read our blog post How to face the new work reality in your Contact Center»
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