Customer Service Lessons From Legends

June 6, 2012 By Leave a Comment

Most companies are known for what they sell but there are a few companies that are well-known for their incredible customer service. These companies understand that it isn’t just about money–but dedicated staff and extra resources certainly help. This makes it hard for smaller companies to keep up with the bigger customer service giants.

Here are a few companies that are doing better than OK–and some great takeaways any business can put into practice.

1.LEGO: Provide Emotional Support – When something goes wrong start by addressing your customer’s needs. Instead of just fixing the problem, take the time to understand how your customer feels about the situation and them let them know that you understand.

2.  Zappos: Hire The Right People – It’s important to make sure those who work for the company have the same values and goals so when it comes to customer service.

3. Amazon: Know Your Customer Really Well - How do you anticipate your customer’s needs? The best way to do this is by understanding the customer experience.

4. Whirlpool’s Maytag: Get Smarter About Social Media – Move the conversation to a more private and personal area. This helps to calm the customers nerves by letting them know you’re paying specific attention to them. It also takes the complaints out of the public eye.

Read more at Inc.com

What do you do to provide better-than-average customer service? Share in the comment box below or on Facebook and Twitter.

 

Filed Under: Customer Service, Customer-Centric Tagged With: , , , , ,

The Essential Rules For Handling Customer Complaints

May 1, 2012 By Leave a Comment

 Your customer’s complaints used to be between you and the customer…and anyone they could tell in person. Now social media has enabled them to let the entire world know when they’re not happy with you. Here are  a few quick tips on how to defend your honor during the crisis of a customer complaint.

Rule #1 Always Respond

Ignoring a customer, especially an angry one, is the number one way to fuel the fire. Without the internet one angry customer couldn’t make much of a dent on your bottom line, now they can tear down any positive results you may have achieved from your marketing efforts for the last year.

Rule #2 Acknowledge The Issue

Whether you’re right or wrong, you need to address this issue. If you made a mistake, admit it. If you’re doing something that people don’t agree with, explain why you’re doing it. Surveys show that customers admire company executives able to accept fault and willing to take steps to eliminate future situations.

Rule #3 Apologize

When you make a mistake you need to issue an official and mature apology. Don’t use it as a way to carry on the argument, use it as a way to let your customers know that you sincerely care. At its very essence your apology should promise that you will fix the problem and that it will never happen again.

Read more.

If you found this information useful you might also appreciate my older post on Things Your Customers Don’t Want To Hear.

What do you think is the hardest part of dealing with an angry customer? Share in the comment box below or on Facebook and Twitter.

 

Filed Under: Business Books, Customer Service, Customer-Centric, Leadership, Leadership and Trust, Leadership Lessons, Making Happy Customers Tagged With: , , , , ,

What You Customers Don’t Want To Hear

March 20, 2012 By Leave a Comment

We usually put a lot of emphasis on what we should be saying to our customers. Sometimes so much emphasis that we forget to cover what we shouldn’t be saying as well. There are a few certain phrases that are almost guaranteed put your customers into either defensive mode or attack mode, neither of which are fun for either party. Here are some of the phrases you want to be sure to avoid.

“That’s Company Policy”

This is a lot of people’s go-to phrase when they need to shut down a conversation. What you are saying is, “I can’t do anything about this,” and what your customer is hearing you say is, “Tough luck.” This is one of the quickest ways to turn your current customers into former customers. This essentially lets them know that you’re not willing to do anything extra to help them out.

“Would You Mind Being Put On Hold For A Second?”

In this case, there is such a thing as a dumb question. No one likes being put on hold, of course they mind. Instead explain to them that you need to talk to your superior and that if you don’t have an answer in a minute or two, you’ll check back. It may seem like a lot to tell the customer but they’ll appreciate your honesty and that you are actually doing something to solve their problem.

“Our Business Partner Will Have To Help You”

This is you putting the blame and the hassle on the manufacturer. You’re essentially telling your customer, “Hey, we’re just here to take your money. Talk to these guys if you have a problem.” When your customer buys something from you they instantly develop a financial relationship with you, not your business partner. In that relationship you’re expected to help handle any problem that should arrise.

More phrases your customer doesn’t want to hear here. 

Have you ever said anything that infuriated your customer? Share in the comment box below or on Facebook and Twitter.

Filed Under: Customer Experience, Customer Service, Customer-Centric Tagged With: , , , , , , , , , ,

The Little Things Mean Everything

February 29, 2012 By Leave a Comment

How do your customers feel when they get done buying from you or working with you?

If you say “Okay” you have a problem. If you say “I don’t know” you have a problem. And…if you say anything negative you have a very BIG problem! You should know that every time your company interacts with a customer, that customer is going to walk away feeling good about not just their purchase but the interaction in general. A great product or service can get you somewhere but…

 

Great customer service can take you anywhere!

What’s your customer service doing for your business? Normally I would say that if you don’t know you have a problem but, before you get that far, here are three ideas that will make your customer’s experience better that they could have ever imagined.

1. Take Interest In Your Customers - Treat your customers like friends instead of paychecks. Know their names, their birthdays and some of their interests and use that information to show you care. When you do something nice for your customers without expecting anything in return it builds trust and that’s how you earn a lifetime customer.

2. Show Empathy – Most trainers will tell you to always smile so you sound nice and welcoming. Instead I recommend feeling what your customer is feeling. If they are mad about something that happened you can be mad. If they are really excited, you should be excited to. This helps your customer know that you’re on their side and also that you understand them more than the other companies they deal with.

3. Go Above And Beyond – One of the key rules to sales or business in general is, ” Under promise and over deliver.” This holds true for your service. If something goes wrong don’t just “make it right”, make it better. If your company lets your customer down in anyway, your customer service team should make the customer feel like they just won the lotto (so to speak). It might cost the company a little bit now, but you make up for that with the repeat business that customer brings in for the rest of their life.

 What companies come to mind when you think great customer service? Do you buy from them?  Share in the comment box below or on Facebook and Twitter.

 

Filed Under: Customer Experience, Customer Service, Customer-Centric Tagged With: , , , , , ,

Does Your Business Need To Be More Customer-Centric?

October 4, 2011 By 1 Comment

Here’s an interesting idea, a business that focusses on what its customers want and then gives it to them… Sound familiar?  Some companies built their entire model around this idea and some companies completely skipped it.  When times are as tough as they have been and money is as tight as it can be, no business can afford to not pay enough attention to its customers.

What does it mean to be customer-centric?
To be customer-centric reflects more of the mindset and beliefs held by those committed to an exceptional level of service regardless of the industry. Having the right state of mind plays a huge role in providing the level of service that you want to provide and that your customers will expect . It’s important to note that the word ‘centric’ comes from the root word for core, center or central. Your business has to be all about the customer before the customer can be all about you.
Why is exceptional customer service so critical today?
Studies have consistently shown that poor service (i.e. attitude of indifference) is by far the No. 1 reason why customers will leave; over competitors and product defect. The Gallup Organization has found that the U.S. economy loses over $360 billion a year due to subpar service. With product features being so similar from one company to another, the customer experience is simply a great and low cost way to create a profitable distinction. Your competitors may imitate what you do, but it’s very difficult to imitate the way you do it. Read More

What does your company do to be customer-centric? Share in the comment box below or through Facebook and  Twitter.

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Easy Ways To Make A Happy Customer

July 18, 2011 By Leave a Comment

You don’t have to give your customer a pony and a million dollars every time they walk through the door to make them happy.  You can make all of your customers a lot happier by thinking smaller and focussing on the little things.

1. Make it easy for your customer to connect with you and contact you.  The home page of your website should always have your social media icons (linked to your profiles) and a toll free phone number and e-mail.  Make yourself easily accessible for any form of communication.  It isn’t all going to be bad news.  Making it easy for your customers to connect with you makes it easy for them to tell more people about you.

2. Don’t ever give your customer a number.  Make each customer feel like their business is the most important business you have.  If you can help it, never put customer on hold and never give them a number.  Take their name, make small talk, and find out what they need.

3. Don’t ever make excuses.  If a customer is calling about a problem, apologize and make it right.  You should never give a customer and excuse instead give them a solution.  Swallow your pride.  The least you can do is apologize for the situation, even if it had nothing to do with you or your company.  The best thing you can do is fix the problem.  If you can be there and help your customer when they need you they will be the happiest fan you can get.

 

For more discussion, tips, and ideas connect with me on Facebook and Twitter.

Filed Under: Making Happy Customers Tagged With: , , , , , , ,
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