Posted by Meredith Estep on Thu, Feb 02, 2012 @ 07:51 AM
In the age of technology and self sufficiency, self service has become an integral part of today's culture. However, when people are trained to serve themselves, whether at the grocery store or the fast food joint down the street, the human element is often removed from the service quotient.
The good news is that you can implement the efficiency of self service into your business without sacrificing a positive customer service in the process. We have tips to help you make self service synonymous with high quality customer service.
The 24/7 Dilemma
One reason that self service has recently become looked upon as the solution to customer support is the customers' need for access to a business 24/7. This desire for accessibility is very expensive for companies to accommodate – unless a category of automation comes into play.
To ensure customers can get information anytime of the day or night, self service is introduced. Unfortunately, for many companies, self service becomes a full replacement for human contact, which takes the customer service edge away from the businesses that implement it.
The Rise of Social Media
Another factor that has played a part in the prevalence of self service is social media. Customers today have access to your company's information through a wide range of venues, including Facebook and Twitter. Why contact a business directly today, when information might easily be obtained through one of these venues?
The problem with social media, like other forms of self service, is that if it is misused or not handled properly, customer service gets sacrificed in the process.
Consolidating Customer Options
A big advantage to implementing self service options in a company is that the customer has a wide variety of contact options to choose from when a question or concern arises. Customers today can visit company websites, Facebook pages, indulge in live chat or send email messages.
With so many good options to choose from, customers can rest assured a company's service department is as close as a click of the mouse. Unfortunately, this can result in little human contact and a less personalized customer service experience overall.
Maintaining the Standard Throughout
So how does a business walk the delicate balance between convenience and friendly service today? The main principle in upping the bar on the quality of self service options is to hold them to the same standard as other customer service tools. This means that no matter how a customer decides to contact your business; through phone, email, live chat or a FAQs page on your website, they should receive the same quality experience throughout. Self service techniques are merely a tool for customer service, not a replacement for it.
In the business of today, convenience is an important component of a health customer service philosophy, and that is where self service options come into play. Fortunately, there are many ways to bring that convenience to the customer without sacrificing service quality in return. With these tips in mind, self service can become just another way to show customers how valuable their business is to your company.
- Meredith Estep
Posted by Meredith Estep on Tue, Jan 31, 2012 @ 08:27 AM
Some companies may boast that their work is all about the customers they serve, but do they really take the time to see their business through the customers’ eyes? Sometimes the simple act of looking at your customer service department as a customer – rather than a manager – can make all the difference in how you tailor your policies and procedures. We have ideas to help you bring your customer service into a whole new dimension by seeing your business the way customers see you every day.
Think about Your Customer Experiences
We have all been customers at one time or another, so we know what customers tend to expect from a business. Think about the times you had particularly poor customer service. What were the common denominators? Did the customer service reps ignore you when you walked in the business? Did they shrug off your questions rather than try to find an answer for you? Characteristics that frustrate you as a customer will irritate your own customers as well. By the same token, think about your particularly positive customer service experiences and the specific features that made them special. Try to incorporate similar characteristics into your own customer service philosophy.
Follow the Rules
There is a universal sense of right and wrong, and your customers bring that into your business each time they visit. For example, customers expect to get waited on in the order they enter your business, without interruption from other clients who come in later. If one of your customer service reps is working with a customer and another client interrupts the transaction, train your customer service reps to politely but firmly let the second customer know they will receive service in due time. Customers want to be treated fairly, and when they are not, it reflects badly on your company service as a whole.
Mystery Shop
For a realistic look at how your customers see your business, hire mystery shoppers to complete transactions and then rate their experience for you. Make sure the criteria you provide for your mystery shoppers is comprehensive enough to include both aesthetic feedback about your business and specific points about the service received. Share the results of your mystery shopping with your customer service representatives – not as a punitive measure, but as a training tool that serves to improve your level of service in the future.
Ask Your Customers
A simple, but often overlooked, method of seeing your service through the eyes of your customer is simply to ask your customer what he sees when he comes into your business. Does someone greet him warmly the minute he walks through the door? Are his questions answered efficiently, accurately and to his satisfaction? Does your business exude an environment of professionalism and hospitality? You can make this process as formal as a customer survey or as casual as a conversation the next time your customer comes in. Either way, use the feedback you receive to crank your service quality up a notch.
No one can better evaluate your service level than the customers who receive it every day. By seeing your business through the eyes of your customer, you can customize your company experience to the people who make the biggest difference in your bottom line.
- Meredith Estep
Posted by Meredith Estep on Thu, Jan 26, 2012 @ 08:23 AM
The demographics of the average American customer have been slowly evolving over the years, and the customer of today may be far different than the customer businesses catered to a decade or two ago.
To ensure your customer service is consistently meeting needs, it is essential to determine what your customer looks like now, rather than relying on outdated information. Check out these results from the 2010 census conducted by the U.S. Census Bureau to see the transformation the American customer has experienced.
What is Average?
Recent census results show that the "average" American that lived 50 years ago is no longer a reality today. At that time, consumers shared many similar needs and characteristics. Today, that same assumption can no longer be made, as demographics and customer features have branched out into a much broader range. This means your customers may have different needs and expectations for your business than ever before.
Life, it is Diversifying
By culture or generation, customers encompass a wider line of characteristics. According to the U.S. census, the two largest states in the country do not boast a single race or ethnicity as a majority any longer. By the same token, as average life expectancy has extended, more generations are also shopping at various businesses. Tailoring your customer service to a wider range of demographics will ensure all of your customers enjoy a satisfying experience with your company.
There is no Standard Family Unit
Like the rest of the demographics of the country, the family unit has also significantly diversified. For the first time in history, the U.S. census offers evidence that married couples no longer make up the majority of households, and the number of single households is on the rise. Additional generations are living together, as retired individuals are moving in with their kids and grandkids. This makes for a more diverse customer base, even when customers share the same address.
Changing demographics may be a reality, but how does that impact customer service today? While many businesses look to market segmentation as an advertising tool, it can also be used to serve customers more effectively. By understanding the new consumer market, you will be better equipped to meet your customers' needs on a whole new level.
Getting to Know Your Customers
Beyond the basic census results, how to you get to know your new brand of customer? Through tools like customer surveys, you can create segmentation of your market that takes into consideration age, gender, race and marital status.
When you get to know your customers through effort and research, you will be better equipped to provide them with the kind of service that is personalized on a whole new level.
Whether you are just starting out in customer service or have been working with a client base for some time, taking the time to assess – and reassess – customer needs on a regular basis is the first step in creating a service environment that puts your customers first every time. The census information can be a starting point to learning who your customers are and what they want from your business.
- Meredith Estep
Posted by Meredith Estep on Tue, Jan 24, 2012 @ 07:45 AM
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In hard economic times, some businesses make the mistake of thinking that customers are looking for the lowest price and nothing more. However, when money is tight, customers are often in search of the best value, which takes into consideration the quality of the product and the price, but other intangible features, like service quality, as well. For companies dealing with the current recession, it is important to note that 80 percent of your business will come from 20 percent of your customers. That steady, loyal base is an essential feature to a successful business in any type of financial climate. We’ll show you how to create customer loyalty in a few easy steps.
Start with Your Employees
To encourage loyalty among your customers, you must begin by encouraging loyalty among your staff. Employee retention is a strong asset in building customer loyalty because customers like to get to know the people who serve them on a regular basis. Fair business practices, a positive working environment and an incentive bone thrown from time to time will go far in keeping happy employees that stick with your company over the long haul.
Practice Consistency and Reliability
Customers want to know what to expect every single time they walk in your door. If they receive outstanding service one visit and mediocre quality the next, your credibility with that customer will begin to lag. At a minimum, customers should receive fast, accurate courteous service every time they come into your business. Anything less from your CSRs should not be tolerated.
Build Relationships
Yes, building relationships with customers takes some time and effort, but the rewards can be far-reaching indeed. When customers feel like they connect with someone in your office, they are more likely to return to your business each time a need arises. Customer service reps should be committed to learning something about each customer that walks through the door, from the customer’s name to his favorite sports team. Discovering their favorite products and services from your business is also a must so you know how to incent him to return to your company over and over again.
Sprinkle Incentives into the Mix
Customers like to feel appreciated, and nothing shows appreciation for their business more than an incentive program. Discounts, the occasional freebie, and even customer appreciation days go a long way in letting customers know you appreciate their business. With the rise in technology use, consider a smartphone app that works in a similar way to a rewards program, but without the paperwork.
Customers are just like anyone else – make them feel special and appreciated and they’ll keep coming back for more. Companies with the misconception that customer loyalty is a lost art are missing out on some of the best ways to build a solid customer base and boost their bottom line. With these tips in place, you can rest assured the customers that come through your doors today will be the same ones that continue to come through your doors time and time again.
- Meredith Estep
Posted by Meredith Estep on Thu, Jan 19, 2012 @ 08:00 AM
Most customer service representatives would agree that one of the most challenging aspects of the job is dealing with angry customers. Customers usually get mad because of mistakes on the company’s part, whether directly through the customer service department or from another area of the business. The best remedy for an angry customer is to find a fast solution to the problem. We have four common customer mistakes listed below and suggestions on fast fixes to create happy customers once again.
Mistake: Customer Feels Ignored
Fast Fix: A customer may feel ignored for a number of reasons. Perhaps he walked into your business and your reps didn’t end their personal conversation to acknowledge him. Maybe his phone calls left him on hold indefinitely or his emails went unanswered. All of these specific issues have the same basic solution; teach your customer service reps to put customers first in any and all situations. Clear distractions like televisions and magazines out of your office and establish a firm “no personal conversations” policy when a customer is in the office. These fast fixes will ensure your customers feel like they are #1 in your company.
Mistake: Customer is Inundated with Information
Fast Fix: Some customer service reps go to the opposite extreme of ignoring customers, which is to bombard them with a flurry of information they don’t need or want. CSRs should be trained to answer a customer’s question first and foremost, with the information the customer requires to complete his transaction or solve his problem. If the customer needs additional assistance, he will make his needs known. Too much information in a single sitting can exasperate a customer, take up too much of his valuable time and confuse the situation.
Mistake: Customer Does Not Get a Response in a Timely Fashion
Fast Fix: Few problems frustrate a customer faster than the waiting game. Customers deserve to have their business handled quickly and accurately, and CSRs are there to provide that service to them. If you end up with a customer who slips through the cracks and has to wait longer than he should for a solution to his problem, begin by apologizing right away for the wait. Handle his problem as quickly as you can and then offer something extra to thank him for his patience. A discount on service, gift card or other small token should do the trick.
Mistake: Customer Gets the Runaround
Fast Fix: Customers do not want to have to talk to five or six different people to get an issue resolved. They don’t want to be transferred over the phone or sent to another office. Customers that get passed from person to person usually end up getting passed out the door. If you encounter a customer who is already frustrated from the runaround game, be quick to own the problem. Promise your customer that you will handle her issue personally until it is completed – even if you have to check with others in your company to get an answer.
Customer mistakes do occur from time to time, but they don’t have to spell disaster for your company. With these fast fixes, you can transform an angry, frustrated customer into a happy, loyal client once again.
- Meredith Estep
Posted by Meredith Estep on Tue, Jan 17, 2012 @ 08:14 AM
Hospitality is not typically a word associated with customer service, but many in the profession would argue that it should be. According to Dictionary.com, the term “hospitality” can be defined as, “the friendly reception of guests or strangers.” Common synonyms of the word include, “friendliness,” “warmth” and “cordiality.” Doesn’t that sound like the sort of customer service department you want for your company?
In its most basic form, hospitality is about treating people who come to your place as if they were special, important guests. What if a movie star or the quarterback of your professional football team walked through the door of your company? What sort of service would that famous person receive? Although most of our daily customers won’t fall into the “red carpet” category, they still deserve the red carpet treatment every time they do business with you. We have four tips to help you show hospitality to your customers every single day.
Learn Names
The first step to a hospitable customer service culture is basic, but learning the first and last names of your customers is a technique guaranteed to make them feel special the minute they walk through your door. Disney Cruise Line announces each passenger by name throughout the ship’s lobby when the customer boards the boat for the first time. Your customers should get that same special feeling when they walk through your business doors.
Take Time to Chat
Hospitality is not a rushed process; instead, it requires some time and patience to cultivate. By stopping to engage in a bit of small talk and pleasantries with customers when they come into your business, you are showing that you value their business relationship. It doesn’t have to be involved or lengthy; a few comments on their children or even the weather will get the message across loud and clear.
Remember their Favorites
When guests come to call your personal home, do you try to have their favorite dessert or wine on hand to make them feel welcome? Customers tend to have favorite items or services that they purchase regularly as well. Learn those favorites, and the next time your customer comes in, have the item set aside for him or offer him a discount on his next service. Nothing melts a customer’s heart faster than realizing you are paying attention to his business.
Show Appreciation
Your customers are the reason your doors are open for business every day, so let them know how much their patronage means to you. Frequent customer discounts, customer appreciation days and even a free cup of coffee when they come in will let customers know you value their business. Saying “thank you” in tangible ways is one of the most effective (and easiest) ways to build customer loyalty.
Everyone likes to feel special and important on occasion, and your customers are no exception. If you give those clients the hospitality they deserve, they are more likely to become frequent visitors and tell their friends and family about your amazing service as well.
- Meredith Estep
Posted by Meredith Estep on Thu, Jan 12, 2012 @ 07:41 AM
Customer service is a competitive edge that nearly any company can leverage as a part of their overall marketing program. However, many companies have failed to bring this aspect of their business to a level that gets noticed among customers today. The good news is that you don’t have to wallow in bad service and disgruntled customers forever. Even companies with poor customer service reputations can turn things around with a few key transformations in their customer service culture. Check out these methods to win back customers and develop a positive service reputation in your industry.
Begin with Your Service Culture
Customer service does not begin with your front line employees; instead, it begins with the person at the top of your corporate hierarchy and trickles down. If you want your entire customer service staff to sign on for a new service culture, you must get your entire company to sign on right along with them. Those at the head of the pack should lead by example, putting customers first and showing others in the company the same level of service they expect customers to receive every day.
Set the Standard for Your Company
If you want to transform your customer service, you need to let your employees know exactly what is expected from them. A company-wide customer service standard defines your service expectations to your CSRs and holds them accountable for the type of service they provide. The standard should be well defined and measurable to allow you to track your progress in the service department and know when specific goals are actually reached.
Provide the Training Employees Need to Win Back Customers
Once customer service reps know what is expected, they need to know exactly how to achieve those expectations on the job. This is where supportive, comprehensive training programs come into play. CSRs should be instructed on your service policies and procedures, and given the chance to practice working with customers in a constructive environment. Role play activities are essential to help employees learn how to work with all kinds of customers and situations.
Offer Incentives for CSRs to Raise the Bar
The standard is set and the training has been offered; now is the time to offer your CSRs a little extra push to make your new policies and procedures a habit. Incenting customer service employees is an excellent way to hold them accountable for the service they provide. With bonuses and rewards to look forward to, most CSRs will hold themselves and their co-workers to a much higher standard of service.
Find Effective Ways to Measure your Results
Once your new customer service program is in place, it is important to find ways to measure your progress in the service department. Customer service metrics offer numerical values to the type of service you provide, from the number of rings before a phone is answered to the conversions and repeat business you receive from customers.
Transforming a tired, low-achieving customer service department isn’t easy, but there are a few basic steps that can steer you in the right direction. With these tips in mind, you will be on your way from a mediocre customer service team to one that manages to surprise and delight your customers every single day.
- Meredith Estep
Posted by Meredith Estep on Thu, Dec 29, 2011 @ 11:46 AM
Nobody likes to deal with a complaining customer. These angry, frustrated clients suck the life out of even the most positive customer service representatives from time to time. One of the reasons complaining customers are so challenging may have to do with the fact that we don’t take the time to think about why they are voicing their displeasure. By understanding why customers become unhappy, customer service teams may be able to nip complaints in the bud or even reduce them completely. We have five reasons why customers complain and what you can do to minimize the problem.
Customer Has To Wait Too Long For Service
Whether it is in person or on the phone, long waits serve to frustrate customers. If your CSRs cannot answer calls by the third ring or help customers in your office within a matter of minutes, you are understaffed. It is time to find ways to make customer service more efficient or hire and train additional customer service reps to handle the extra load.
Customer’s Expectations Are Not Met
Customers expect certain things from a business – fast, accurate service, products that actually work and friendly staff to talk to. When these expectations are not met in any of these areas, the result can be a complaining customer. To remedy the situation, be sure staff is properly trained to handle transactions efficiently and to interact with customers in a courteous fashion. When a product does not meet expectations, have a liberal return policy in place for customers who are not satisfied with their purchase.
Customer Doesn't Believe Promises Are Being Kept
If a company tells a customer it will do something for him by a certain date, the job better be done. If it is not, customer service reps should be proactive in keeping customers abreast of the changing situation, so clients don’t feel as though they are slipping through the corporate crack. A company that keeps its word is a company that keeps its customers.
Customer Thinks Company Doesn't Care About His Concerns
Indifference and apathy can transform a happy customer into a complaining customer in no time. Customer service is all about empathy – seeing the situation from the customer’s point of view and understanding his frustration when things don’t go quite right. Sometimes a complaining customer simply wants to know that someone in your company genuinely cares about his concerns and wants to resolve them.
Customer Feels He Is Treated Rudely
Snotty attitudes and CSRs that ignore customers when they come in and omission of common courtesies like “please” and “thank you” can really yank a customer’s chain. In fact, a customer that believes he is treated rudely will be much quicker to complain about a situation than one who receives courteous service from the get-go. A pleasant, courteous demeanor from CSRs may effectively keep complaining customers at bay.
Complaining customers can be problematic for a customer service team, but understanding why customers get unhappy can go a long way in avoiding many of those complaints in the first place. Tackling problems before they arise may be the most effective way for maintaining a higher level of service and reducing the number of disgruntled customers you see on a daily basis.
- Meredith Estep
Posted by Meredith Estep on Tue, Dec 27, 2011 @ 08:16 AM
Nearly every customer wants the person on the other side of the counter to be friendly and helpful, but what is it that makes some customer service departments stand out from the rest?
In an age when products, service and even pricing are very similar across the board, your service quality is the one feature of your business that can easily differentiate your company from the competition. Take a look at some of these characteristics of top customer service companies to see how your service level compares to the rest.
Consistency
There is nothing more frustrating than getting outstanding customer service on your first encounter with a company, only to see that service slack off after subsequent visits.
Customers expect to have the same level of service every time they contact your company, whether in person, by phone or through the Internet. Through proper training and regular incentives, your service reps should provide the same quality of assistance with every customer they encounter.
Efficiency
Time is a valuable commodity, and customers don't want to spend theirs waiting in line or on hold at your business. Customer service representatives should be master time managers. They should be well trained so they can complete customer transactions as quickly as possible. Lines at your company should be kept to a minimum if you want customers to keep bringing their business to you.
Accuracy
Once a customer's transaction is complete, he wants to be on his way. He doesn't want to have to return to your business to correct a mistake that was not his fault.
Customer service representatives should be able to provide correct assistance to customers in completing a transaction or providing information. Keep in mind that accuracy can be defined as doing exactly what your customer needs you to do. If you are not meeting that need correctly the first time, every time, your customer may get frustrated and move on.
A Proactive Approach
The best customer service companies do not wait until a customer has a real problem to answer the need. Instead, these businesses anticipate a customer's question or concern as often as possible – to provide a solution before the customer even asks. When a problem does occur, these tops companies will provide a solution, as well as a means of compensating a customer for the inconvenience. They will also take necessary measures to ensure the problem does not occur again.
Perseverance
Good customer service ensures there are no loose ends to tie up at the end of a transaction. These representatives know how to find a solution to a customer's concern and make sure the customer leaves fully satisfied with the transaction. If the customer does have an additional question, he knows exactly who to call to have his needs addressed.
Great customer service isn't complicated, but it does take time, effort and plenty of training to produce. Keep these characteristics of top customer service providers in mind as you address your own staff on the issue of service quality within your business.
- Meredith Estep
Posted by Meredith Estep on Thu, Dec 22, 2011 @ 09:19 AM
When it comes to truly outstanding customer service, the smallest details make all the difference. Companies looking for big ways to stand apart from the competition may miss the boat if they let the smaller features of their service slip away unnoticed. Consider the following details listed here to see why thinking small can pay off big when it comes to your customer’s overall experience with your company.
The Greeting
The details begin the minute your customer walks through the door of your business or calls you on the phone. What does she get? Is she met with a courteous greeting and an offer of help? Or does she wait in a long line, or on extended hold over the phone line, before she ever hears a human voice? Greetings are the first impression your customer receives from your customer support staff, so make it count. If you can greet the customer by name, so much the better.
The Focus
Where is the focus of your customer service team? Is it on how to make their jobs easier and faster, or is it about making the experience as convenient as possible for the customer? Every encounter with a customer, whether in person, on the phone or online, should be handled with the customer in mind, first and foremost. Any small effort a CSR can do to take some of the work off the customer is nearly always appreciated.
The Follow-Up
Small details in the follow-up go a long way to more effective customer retention. For example, periodic email alerts notifying customers of special promotions or events can maintain interest in your products and services. A handwritten thank you note after a first encounter with a customer only takes a few minutes, but the rewards of such a small, personal touch can be far-reaching for your business.
The Unexpected
While meeting customer needs is the first step, exceeding them with unexpected, small touches is truly memorable. For example, if a customer comes in asking where an item is located, take the customer to the item, rather than simply directing him from the front of the business. Take an extra step whenever you can when waiting on customers, and you will quickly surpass the competition in terms of the customer experience you offer.
The Bathrooms
This may seem like a strange addition to an article on customer service, but when talking about the little details that make a big difference, consider the state of your public restrooms. Are they clean and functioning well? An air freshener, small vase of flowers or attractive pictures on the wall may be the perfect addition to make your customers really feel at home throughout your business.
Sometimes customer service really is in the details, whether it is adding small steps to your service or creating a special place for customers to visit. These suggestions are just the tip of the iceberg, which will hopefully get the creative juices going so you can come up with your own personalized touches throughout your business that will enhance your customer’s experiences with your company.
- Meredith Estep