Almost every business deals with customers in one form or another; whether internally or externally, in-person, on the phone, or online, your team is providing a service when they manage issues. Your frontline representatives know what they are doing and they’re good at it. But, why settle for good when you can be great?
A wise man once said, “good is the enemy of great”, and we couldn’t agree more.
In a competitive market where customers have multiple options of who to turn to, they expect good customer service, after all, it’s what they’re paying for. Merely checking off a list of on-time task completion isn’t going to cut it.
Recent studies have found that about 50% of loyal customers have left a company for a competitor who was able to better satisfy their needs while a 5% increase in customer retention correlates with at least a 25% increase in profit. That’s a result that every business would want!
Another positive result of delivering great customer service — winning the JD Power award for customer satisfaction! That’s what can happen when you commit to regular customer service training; you develop a relationship with your customers that fosters loyalty and enhances your reputation.
By learning to provide a human approach, showing compassion and understanding while focusing first on who (their people skills), and then what (their technical skills), your company will demonstrate to your customers that they matter. Do your frontline representatives have the soft skills to do that? Customer Service training can empower your team to make every interaction a productive and successful one by demonstrating: empathy, adaptability, customer advocacy, and resiliency.
Great customer service shows your customers that you care about developing a long-term relationship with them and they are more than just a transaction.
How to Provide Great Customer Service
- Create a positive first impression with a professional and consistent greeting.
- Guide the communication from the beginning and stay in control, while ensuring that the customer’s needs are not only met but exceeded.
- Be aware of how thoughts and frame of mind can help or hinder the delivery of the quality of service the customer expects.
- Build and maintain a rapport by using positive vocabulary choices, voice tone techniques, and proper email etiquette.
- Deliver a negative message in a positive way while ensuring the customer’s accurate understanding of the message and increasing their receptivity and cooperation.
- Transform an unhappy customer into a satisfied one without the need for supervisor intervention.
Your front-line representatives need to excel at what they do because when you provide good customer service, your customers are satisfied, but when you deliver great customer service, they’re more than satisfied — they’re loyal!