68% of customers leave because of what they perceive as indifference from the merchant or someone within the merchant’s organization. They feel unappreciated, unimportant, and taken-for-granted. (Source: Research by Dan S. Kennedy)
Today’s customer is more educated, better prepared, and has more alternatives than ever before, especially in the digital age. In this regard, merely satisfying customers is not enough. In order to turn customers into fans who will not only remain loyal to your product or service, but will spread the good word, you need to exceed expectations, show customers you care, and provide exceptional customer service. And you need every good word you can get in this turbulent market!
In today’s digital world, it’s more important than ever that you create raving fans instead of unhappy customers that could potentially share their story by the speed of light, in our fast-paced digital world. Where a good story is less likely to be told then a bad one, and a bad one could potentially go viral.
Challenges to achieving high levels of customer focus and loyalty generally fall under one or more of the following areas of PRIDE!
Process: How the company or organization operates on a daily basis. This includes how the company communicates and aligns the features and value of the product or service with customer expectations.
Roles: Who does what in the company or organization? This includes agreement on tasks and responsibilities and holding people accountable to these.
Interpersonal Issues: How customer service personnel get along with each other and with other departments. This includes such things as attitude, teamwork, and loyalty.
Direction: How the company defines and communicates the overall and departmental vision and mission. It is important that Leadership sets the direction and expectations.
External Pressures: In addition to market conditions, other sources of pressure include the resources available to the customer service department, such as time and money. These may or may not be out of our control.
Keys to creating excellent customer service are: BE SURE!
B Broad product knowledge through insights into what your product or service can and cannot do.
E Extreme desire to help. Show your goodwill, passion, and eagerness to please the customer.
S Sincere interest in customer experience. Don’t assume the customer is simply being unreasonable when he/she may have a very good reason to be upset.
U Understanding of customer expectations, which may be extremely demanding at these challenging times.
R Respect for the customer’s point of view.
E Empowered with authority to provide answers, solutions, and any other help. Having the tools and authority to help the customer is key.
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Copyright 2017. Original content by Dale Carnegie & Associates