Words alone are very powerful and they have a big influence what your
employees and customers think. If you don’t set both of these groups’
expectations up front, your company will never be able to excel in
customer service. Focus on these 10 keys:
1. Belief: What customers think is true.
Unfortunately, it may not be supported by the facts. Understand that
they will hold on to this truth and do not fight to change their mind.
Apologize and then try to come up with a satisfactory solution.
2. Complain: What a customer does when they are
unhappy. They complain to friends, on social media, and even sometimes
to you. Your business reputation is only as good as your customer’s last
experience. Everyone that interacts with your customers should
understand this.
3. My Manager: The person the customer is seemingly
always getting passed to or who always gets blamed by the employee if
something goes wrong. See empowerment.
4. Empowerment: Training employees to make decisions
on their own to help a customer without talking to “the boss.” This
needs to happen 95% of the time. The boss should only handle exceptions.
5. Feedback: Giving the customer the opportunity to
tell you what they think in many ways at different stages the
transaction. Follow the Three Times Rule—if you hear something about
your business three times, whether you like it or not, pay serious
attention. It is probably true. Take action.
6. Kick the Cat: What employees do when they take
their frustrations out on the customer. Find another way for employees
to vent by encouraging easy feedback directly to management.
7. Mistake: The hardest thing for the company to admit. Once you admit it, the customer will be happier.
8. Overpromise: Making a commitment to a customer
that the company is not economically able to keep. This is not a solid
base for sustained excellent customer service.
9. Peer Reviews or Earned Media: Online references written by customers on the level of quality or service in your company. This is sometimes called an open reputation system.
10. Pest: A customer the company may need to fire to be more profitable. Be quick to identify and replace them.
www.forbes.com
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