An amazing amount of information is being circulated about creating a unique user experience as it relates to sales and marketing. Is this the latest trend? Yes, and it goes beyond just sales and marketing. In fact, customer service is at the core of it – and customer service, in the end, is everyone’s job.
What happens when a customer service person is presented with an issue or problem; how is it resolved?
It’s important to consider what goes on in our clients’ minds. Remember, they have numerous choices. How well have you trained your staff? They undoubtedly understand the nuances of your business, but what about those of your clients? Our customer service folks must realize that every interaction we have with our clients is an opportunity to build deeper trust and loyalty, two attributes that have all but been cut from the business fabric today.
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Think about your customer service personnel. Do they have these attributes?
• Personable
• Creative
• Quick-thinker
• Team player
• One who can explain, but “actively” listens better
• Relationship builder
• Detailed
• Task oriented
• Solutions driven
• Passionate
• Consultative
• Empowered (this is your job!)
Empowerment is Key
As I have consulted and trained globally, I found that many companies fall down in this area more time than not. They make assumptions, micro-manage and fail to train properly, yet they hold everyone accountable. I strongly encourage you to develop an ongoing training platform to ensure your team is current with the latest tools to do their jobs properly.
Positive Experience
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Maximizing our touch points with our clients is key. This is done through research and tailoring the services to the clients' needs. As an example, greeting clients by name and expressing the value they bring to your firm. Active listening and talking less will let the customer know you mean business. If you don't know the answer or are unsure of the best solution, promise the client you will find out, resolve and communicate. Such attentiveness will keep them engaged and appreciative. It reminds me of a quote that validates this point: “The Difference between Ordinary and Extra-Ordinary Is Just a Little Extra.”
Live by it!
7 Keys to Enhancing Clients' Experiences
1) Research and Know Everything About Your Customers
• Determine the need
• Ask, “How am I doing?”
• Share with your team leader
• Archive information
2) Greet Your Customers by Name
• People have stronger reactions when we do this
• Thank them for being your customer
• Let your voice wear a smile
• Be punctual; don’t keep them waiting
3) Show Them They're Valued (statements such as:)
• You are the customer…
• You are never an interruption…
• Your satisfaction is my priority…
• I work for you…
• You’re why we’re in business…
4) Ask "How can I help?"
• Use open-ended questions to uncover any problems and concerns
• Get the facts: Who, what, when, where, and why
• When you’re genuine, they get it!
• When you’re not, they get that too!
5) Listen Intently
• Focus on the call, no multi-tasking distractions
• Active listening
• Repeat for clarity
• Make it open and easy for them
• Make it a win for them
6) Fill the Need
• Remember they have choices
• Problems = Need
• Determine the expectations
• Keep them informed during the resolution stage
• View the relationship as a “partnership”
• Never say, “that's not my job!”
7) Give a Bit Extra
• Send them an article, note, case history for their edification
• Just call to see how they are doing, not a sales call
• Send a birthday or anniversary message
Perception of Doing This
Making sure that we are doing everything we can to empower our teams by giving them the tools they need will make them feel good about their roles. Additionally, you create an environment where your clients will be impressed and loyal. When we make extraordinary customer service part of the client experience we create the “full-circle effect” of that experience. Now’s the time to make your company exceptional!
For more than 30 years, Cliff has been speaking, training and consulting internationally to associations and national business groups on more effective ways to market themselves, their products and services, as well as motivating their personnel. Recognized by PPAI for his creativity, he has won the prestigious PPAI Pyramid award 25 times, and the Printing Industry's PSDA’s Peak Award for creativity five times in three years. He has also received PPAI's Ambassador Speaker of the Year Award six consecutive years and was the inaugural recipient of PPAI's Distinguished Service Award. Named one of top six industry speakers and trainers, he also was recognized by PPAI in the book, "PPAI at 100," as having a significant influence in education. He has also been recognized by Counselor Magazine as one of the Top 50 Most Influential People in the Promotional Products Industry. You can engage with Cliff at http://www.myengagepage2.com/cliffquicksell.