Good customer service has to be the outcome from your customer service training. So what is it, and what behaviors should you be aiming for?
Here are our tips for creating good customer service.
Have you tried to be a customer doing business with your company?
Secret or mystery shoppers can help give you vital feedback on how your business appears to your customers, can benchmark you against your competitors and help you improve your service. Trends in mystery shopping can be used to develop your customer service training content, and get people talking about the reality of doing business with your customers.
People don’t usually take the time to thank you when everything is going well. It's when there's a query, problem or out of the ordinary event when they will get in touch with you, and that moment of truth can turn a customer into an advocate or even an ex-customer.
This is when customer retention skills come into play, and your people’s ability to understand the customer and listen to the real issue really matters.
The art of listening and showing concern for a customer will make that person easier to deal with, impress them, and more likely than not attract them and retain them as a customer.
Listening is a key skill. A large number of disappointed callers are difficult to deal with because they are not being listened to and treated with appropriate respect and courtesy.
Record information accurately from the start and review with the customer to ensure clarity and understanding.
Do it right once, not on the third or fourth occasion. How much time are you wasting?
Make sure those employees or agents that go the extra mile are rewarded. Often modern measurements mean that the number of customers dealt with and the time it takes to deal with them seem to matter more than the quality of the call/meeting. These conversations are moments of truth when the customer decides whether he wants to continue to do business with you. Don’t beat people up with the metrics so that they do the bare minimum for the customer but meet their efficiency targets. In short don’t just talk it.....do it.
Ask people for their positive experiences as a customer.
As a trainer, just do a little sanity check. Ask yourself whether they really are good. Sometimes people's expectations of service is so low that they mistake average for good.
That can be a really useful learning point to discuss with your participants.
Ask how the experience made the customer feel.
What lessons are there for us all in the story.
How could that be applied to the day to day jobs of the participants in the training?
We wanted to give you a positive customer experience resource, so you get to share your experiences of good customer service to help raise the bar.
What makes a great customer service experience?
Had a positive customer service experience you want to share?
We really want to hear your experiences, and would welcome your contribution. If you have enjoyed the site, and we know from the feedback that lots of you do, why not help our other visitors with sharing your experiences. It's really easy to do, just fill in the form below, and when we approve it, it will go live on the site.
If the site has been useful for you - can you pay it forward please, and let your colleagues know about the site, or share one your experiences for other people to benefit from.
What makes good customer service? Do you have an example to share or an opinion to voice?
Click below to see contributions from other visitors to this page...
Really Good Customer Service
We're all quick to moan about poor customer service so I have to share a simple kindness that made a difference. We were taking a break in December, …
My Blue Blouse Not rated yet
I was in an outlet store in the USA, Banana Republic. I tried on what was the only shirt in the shop in a particular shade of blue. It was a size too small, …
He offered to help with her slippers Not rated yet
My mum ( in her 70's ) has just had a knee replacement operation. Unfortunately I am 200 miles away and recovering from major surgery of my own, so …
Hospital Customer Service Not rated yet
I've just had an unexpected stay in a hospital and I've seen the best and the worst of customer or patient care in the NHS. In the admissions ward, …
Air China and Japan Earthquake Not rated yet
I left Tokyo right after the Earthquake on my flight with Air China, and they were really accommodating with all the schedule changes. When the Great …
Creating a relationship Not rated yet
I teach yoga, have been doing so since 1998 full time. When I started teaching, yoga was just beginning to become popular. My classes were full. I continue …
The extra mile Not rated yet
Montpelier, Virginia USA. You often hear that the US has the best customer service in the world, in my experience like everywhere else it's pretty mixed. …
Felt like I was spending thousands of pounds. Not rated yet
I have just been a bit overwhelmed by the customer service I received at the apple store. Firstly, I hate places like that, full of beautiful bright young …
The best hospitality Not rated yet
We've just returned from an amazing trip, and have received some of the best and worst customer service ever. Let's stick to the positives. Our holiday …
It's simple really - just take responsibility Not rated yet
I work in customer service, in a call centre actually so when people want to complain (and being a Supervisor) I've heard it all, you have to somehow appease …