If you want to be recognized as an outstanding provider of customer service, you have to consistently exceed the expectations of your customers. This is how your organization can build customer loyalty, which is much more important than customer satisfaction. Satisfied customers aren’t angry or upset with you, but they still may choose to do business with your competitors. Loyal customers, on the other hand, are those who choose to keep coming back to you, and choose not to purchase from your competitors. Customer loyalty is based on the relationship between your organization and its customers.
Organizations that are recognized as exceptional providers of customer service are the ones that have incorporated customer-focused behaviors into their daily operations. You can do this at your organization.
Customer focused behavior requires:
1. Make the Customer #1
- Positive initial contact
- Establish rapport
- Don’t keep customers waiting
- Don’t rush customers
- Thank customers
- Encourage customer to return
- Make customers feel special
- Respect the customer
- Keep communication positive
- Professionalism
- Ask questions until you understand the customer’s request
- Use positively phrased, direct questions
- Use active listening to convey respect and verify understanding
- Ask how you can better serve the customer’s needs
- Be fair
- Keep your word
- Provide peace of mind
- Seek service opportunities
- Know your products and services
- Admit errors and lack of knowledge
- Empathize with the customer
- Apologize
- Take Ownership
- Respond to problems in a timely manner
- Formulate/negotiate a win-win solution
- Don’t take problems/complaints personally
- Recognize problems as a learning opportunity