| Humor at Work |
ISSUE 629 - May 4, 2016 |
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Nine Customer Service Points to Ponder |
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Whenever I encounter poor customer service I tend to blame the management or owners of the business, after all, they are the ones ultimately responsible. Poor customer service means that the managers haven't hired the right people, they have forgotten that happy employees = happy customers, or, most likely, they haven't invested in proper customer
service training.
Your customer service is your #1 competitive advantage and in a world full of so many economic uncertainties, customer service is one of the few things you have total control over. Here are nine customer service concepts every front line customer service employee needs to understand:
1. There are no small details. The small things are the big things.
2. You need to stop providing good customer service, because customers expect good customer service and simply meeting expectations isn't enough if you want be known for your service. You need to consistently go beyond basic expectations to stand out from your competitors.
3. Long term customers are not the same as loyal customers.
4. Communication, trust and relationship-building is at the heart of exceptional service. A Press Ganey Associates study looking at hundreds of hospitals and more than 139,000 former patients, found that the top 15 sources of patient satisfaction had nothing to do with their health outcome - all 15 were related to the quality of the interactions with the hospital staff.
5. When you lose a customer you lose that customer for life - it's not just a onetime cost.
6. Thanks to the power of social media, when you upset a customer the world can find out about it within the hour. One bad service misstep may end up as tomorrow's viral YouTube video.
7. When you do mess up, own it! Demonstrate empathy, apologize sincerely, and make amends in such an outrageous way that you turn that customer into a loyal ambassador for your company.
8. When you provide great service with a spirit of fun, you not only stand out from the herd, you build up goodwill capital with your customers that you can draw upon when needed.
9. Just as happy employees = happy customers, the reverse is also true. Happy customers create happier employees. Create a positive feedback loop and watch your business soar.
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Mike's Fun at Work Tip |
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Post a trivia question related to your business, profession, or one of your colleagues each day on a prominent board or on your intranet site, as a way to spark curiosity and drive conversations at work. Get creative as to how people will discover the answer, and occasionally offer up a prize to the first person with the correct answer.
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Quote of the Week |
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"As exciting as the digital age is, the most brilliant, fastest technology can't bring what human connection can bring." Jim Brent
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It's a Wacky World |
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Police in Brighton, Ontario, were called to investigate a domestic dispute at a home last week. Turns out it was a drunk man having a heated argument...with his parrot. (In his defense, the man did claim that the parrot was being lippy, so...)
May the 4th be with you!
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mike@mikekerr.com
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