The foundation of a successful company is the product or service offered. However, to create loyal customers who will keep coming back, a customer service / support organization must be committed to valuing customers.
A consumer may make the decision to purchase an automobile they never considered before. The marketing is effective drawing them to the model, the design is exciting, and it appears that it would be a fun car to drive.
But as most products do, something breaks, wears out or doesn’t function as expected. This is where excellent customer service can save the day. It not only includes resolving the problem but also making the customer feel valued in the process.
Training in emotional intelligence as well as basic customer skills are key. A service-oriented company may run into a customer dissatisfaction issue when what was purchased is not meeting the expectations of the client. The cause may belong to either side, but the solution is to either reach an agreement or the customer walks away and finds another provider. No company wants that.
What are the skills needed for an excellent customer experience? Empathy, relational and respect are some of the key traits required to satisfy the customer and retain them for the future. Think back when you had to make the call to obtain help for some issue you’ve had. What made you want to walk away from the product or service? You’ve may have had some of these experiences.
- An agent who won’t listen to the problem. Instead, they just “read the book”. They pick up a few key words and search for them in the documentation which may not cover the issue. A trusted advisor will do all they can to assist even though the outcome doesn’t completely solve the problem. However, the customer will feel valued.
- An agent lacking communication skills. Those talking with customers need to be trained to communicate clearly. This is very important in today’s global support model. Misinterpretations can be avoided, and the customer feels valued because the company cares enough to invest in their employees.
- Return calls and carry through on commitments. Even if there are no updates, the customer feels valued because someone took the time to touch base eliminating the feeling of being forgotten.
Bottom line, value the customer as you would want to be valued.
Ted Saul is a business coach and writer that assists with Business Planning, Development and Improvement and Career Management. Working with ElevateNation.com, Ted can provide coaching these areas. He earned his MBA from Regis University. Ted can be reached on LinkedIn or by emailing TedSaulbiz@gmail.com.
