Good customer service is key to any business. Competitors are competitive with you not only in terms of products and prices, but also in terms of their services and people-related experiences. Good customer service can be beneficial during recession and low spending. However, we know exactly what makes customer service OK?
Three types of user experience
Imagine a Customer in any situation. You can shop in a store or interact with the phone or in a business-to-business position. There are three kinds of experience that the customer can have in this situation.
The first is the PERFECT experience, the customer's expectations are fully met. Customer will get what he wants, quality is high, good value for money and fast, efficient service. This customer has no negatives, everything was exactly what they expected.
The second type of experience is NEGATIVE experience, expectations are not met. In the store again, the Customer can not find what he wants or poor quality or the price does not provide a good price. The shop owner can easily check these contributors with a negative experience, but you will feel a great deal of awareness when you see the negative triggers at your business customer service.
A shop may have a smell, or hygiene or shop placement. There may be long lines or someone shelves on the shelves when they serve. But simple things like lack of eye contact, lack of courtesy, chewing or chatting to a colleague can lead to the most negative experiences. The phone may have an equivalent silence, not using the Customer's name, using a negative language, or breathing heavily into the phone.
Overcoming Expectations, Positive Experience
Many people think that the perfect experience outlined above is the ideal, good customer service, but not the one. It is true that businesses need to be aware of the negative experience they experience to avoid this and be able to identify what the perfect experience is. However, this will NOT retain the Client. Perfection is not enough.
Fast, efficient service is available from a smiling, polite Customer Service. It will not create a positive impression with the Customer and they will not remember it. It's a NEUTRAL, unforgettable experience. They must remember the negative experience. We all remember the bad experiences we were dealing with and we will be able to solve every opportunity.
This good customer service is designed to create a positive and memorable experience. To do this, you must enter the EXTRA positive experience with the extra 10%. This excludes expectations – perfection and extra 10%.
Examples of Exceeding Expectations
Extra-positive experience is unique to every business. This is extra personal touch, or extra mile. If you are looking for 10%, you will find good examples in your work. A shopkeeper can be the escort who goes to the extra mile to hunt what he wants. They may remember the order and are ready to get in or out of the product but keep the last one for you, for your regular customer.
The Customer Service Agent may be on the phone, who will actually persecute the other class responding to the query and inviting you to make sure you're satisfied. Even simpler, the Customer Service Agent quickly and easily does the job and uses so many positive, cheerful words that the whole process has been a pleasure for you.
Improving customer service
The easiest way to improve your customer service, improve your ability to identify these three types of experience in your business or individual departments.
first What is the perfect experience? What's the point?
2. What will cause a negative result? What things should we avoid?
3. What will be the extra positive experience? What can we do to get to the extra mile? What is your contribution to this extra personal contact?
With these you can work with your team on a regular basis and will always improve your customers' experiences in your organization.
Source by sbobet