Coaching Tips

Customer’s Revenge for Poor Service

 

In today’s world of social media customer service is playing a far more pivotal role in the success of every business.

Fifteen years ago if a business gave exceptional service the customer may tell 2 or 3 people of their experience with that company. Conversely if they had a bad experience they would tell 20 or 30 people of the poor service they had received, all done via word of mouth probably over a period of 12 months.

Today if someone receives poor service, two million people will know instantly.

Today it is no longer acceptable to just provide good service, business must look at how they can provide amazing service which will produce key raving fans. People love using social media to share their experiences. If your customers are raving fans, what will the do? They will want tell all their friends all about their experience, at………….etc.

How do you create raving fans? By making them feel special!

What can business do to make people feel special. Usually it is the simple things that create the greatest results. Here are a few hints to help create raving fans in your business.

  1. Smile
    There is nothing better than a genuine smile and a friendly good morning or hello to begin a relationship.
  2. Answer Your Phone
    Have a company policy which states whoever answers the phone takes ownership of the call. Even if the person who answers the phone cannot answer the enquiry, it becomes their responsibility to ensure the client speaks to the right person. There is nothing worse than being a football and passed from department to department or just left hanging there waiting for the next person to answer the call.
  3. Be Helpful
    For instance, if someone walks into your store and asks you to help them find something, don’t just say, “It’s in Aisle 3”. Take them to it and ask if they have any questions about it or if there is anything else they needs. People notice when people make the extra effort. They will tell others.
  4. Were They Satisfied
    Ask were they satisfied with the service they received or the product they bought. There is nothing worse than owning a restaurant and people walk out after receiving bad food or poor service. Ask the question, look for body language, people are reluctant to complain and then ask the question again if the first answer is somewhat guarded.
  5. Can We Improve
    Ask if there was anything more you could do to improve on their experience with your business. Establish customer surveys. Not on-line but personal.
  6. Listen
    God gave us two ears and one mouth. They need to be used in the same proportion. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem. There is nothing more exasperating than telling someone what you want or what your problem is and then discovering that the person hasn’t been paying attention and needs to have it explained again?
  7. Don’t Make Promises You Can’t Keep
    Remember the old adage “under promise and over deliver.”
    Reliability is one of the keys to any good relationship and good customer service is no exception. If you say, “We’ll be there tomorrow”, make sure you are, otherwise don’t say it. Nothing annoys customers more than broken promises. Not to mention how it affects business credibility.
  8. Deal With Complaints
    People don’t normally complain without a legitimate reason. If a mistake has been made, admit it, don’t try and hide it or blame someone else. People are reasonable, they understand mistakes are made all they want is to get it rectified as soon as possible. Be the solution provider.