In the last post we talked about how to figure out what your customers want out of a positive shopping experience. Today I want to discuss the concept of Deliver +1 and how this can take your customer service to the next level.
I’ve decided to split up this post into two different conversations, so the next one will cover the 1% Rule. Consistency is the key to any great customer service experience. If you want to take your satisfied customers to Raving Fan status, you have to go above and beyond the average customer service experience.
There are three ways to develop consistency:
Avoid offering too many customer service options.
We sometimes get so caught up in trying to give customers what they want that we forget our original vision. Instead, stay true to your vision and offer one or two solid customer service techniques that will set you apart from the competition.
You need to fine tune the current systems you are using before you can add anything to the mix. There’s nothing worse than launching a new program when you haven’t even worked out the kinks of an old system.
Be sure you put solid systems into place.
Once you know what you’re going to offer, you need to have a system in place to execute it flawlessly every time. This system needs to involve the right people in the right roles, with responsibilities and technology that guarantees a positive experience every time. Emphasis needs to be placed on the results, which ultimately is the satisfaction of the customer.
Good training is the key.
Once you have your system in place you need to train people to use it properly and efficiently. This helps your people deliver the results your customers are looking for. While training is essential for the system to work and for all your people to perform together cohesively, appreciation will also go a long way. I hope this has given you a look into what you need to do in order to have a quality customer service system in place.
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