Customers always remember a super customer service experience. Kate Nasser, The People-Skills Coach ™, shares 15 essential beliefs for your support team to remember:
- Customers cannot observe your intentions. Treat them well in every aspect of interaction and experience.
- The customer’s voice echoes forever. Of course they talk about you. What they say is actually up to you.
- Persist when you sense potential; shift and innovate when you see futility. Never let frustration with a customer stop you from finding a solution and delivering super customer experience!
- Make customer service experience easy! Count the number of hoops you ask customers to jump through & you’ll find the places they may jump ship! Leave the hoops for basketball.
- Courtesy and civility do not undo your message. They allow the customers to hear it.
- A customer’s trust is an invitation for a human bond. Your actions RSVP the truth about you and your beliefs and foretell the customer’s next choice.
- There is a difference between service and servitude. The first you choose; the second you don’t. Customers believe this applies to whole companies not just to the individual reps with whom they speak. Do your customers see your company living an enthusiastic service mindset or begrudgingly working in servitude?
- A sincere apology is the quickest way to repave the road of customer trust. Waffling, defending, and delay leaves a trail of mistrust. Apologize and make amends!
- When we hold resentment in our hearts, we deliver far below our capabilities. Learn objective caring to prevent taking customers’ criticisms personally. When front line teams deliver negative customer feedback to the rest of the company, does everyone in your organization respond with an open mind?
- Our future is behind every customer. The customer is the heart of business success. It beats for our future. Maintain heart health!
- Trusting the customers, not mistrusting them, is the starting point. Customers expect you to trust them and they remember this as a super customer experience. Mistrusting them will never lead to loyalty or great reviews. Have you unknowingly built your core beliefs around protecting your company from "untrustworthy" customers?
- Scaling challenges don’t impress customers. Customers don’t make allowances for bad service even if companies are large. Customers expect large companies to use the power of technology to address the challenges of scaling and still provide super customer experience.
- Care and adapt. Customers reject rigid rules. Super customer experience is about understanding what the customer wants and how they want it delivered.
- Touch my heart before you touch my money. Customers take a risk when they choose a company for products or services. They have at least 20 burdens of uncertainty they hope you will eliminate for them before you take their money. Understand and address these uncertainties and you are on the road to delivering super customer experience.
- The customer's pulse is our vital sign too. Every aspect of customer experience gives a business the customer's vital signs. Shut out the vitals and we risk killing that customer relationship.
- Does your organization's beliefs create a super customer experience? How?
- How do the front line customer service teams deliver from these beliefs every time?
- How about the resolution and fulfillment teams? In what ways do they match the customer's pulse?
- Do the website designers, marketing teams, and sales force all deliver from the same essential customer service experience beliefs? Or are they focused on team specific beliefs?
©2013 Kate Nasser, CAS, Inc. Somerville, NJ 908.595.1515 USA. This post compiled specifically for Desk.com. You are welcome to share the link to it on your social streams. If you want to re-post or republish the content of this post, please contact Kate Nasser at firstname.lastname@example.org.