Looking to transform your company’s customer service from average to legendary? Read on to learn how. You won’t believe how easy it is!
Elvis Presley. John F. Kennedy, Michael Jordan. Doers of insurmountable feats in their respective fields, they who’ve risen above the norm- in short, “Legends”. It’s not easy to become a legend which is why it’s something reserved only for the special few who truly earned the status.
Before you roll your eyes and start asking “What in the world does customer service have to do with being a legend?” Well, in any case or field, you can be one too if you choose to do so. Imagine people talking about you with admiration and praise, recounting some great deed done in the service of others. Also, think of the positive effect it can give to your company! Sounds terrific, right? Read on to find out how you can start on your journey to excellence.
Here are 5 unbelievably easy steps to achieve legendary customer service:
People settle for mediocrity in many aspects of their lives on a daily basis. We accept jobs we hate, we deal with friends who let us down and we let our significant others get away with crappy stuff. People have become complacent but that doesn’t mean you should too. Giving out standard answers or automated replies is simply unacceptable, especially when you know you can deliver a better one. Don’t settle into a routine and think you’ll get the best results.
If your boss knew that you were acting all bored and whining all over, how do you think he’ll react? The worst part is you’ll channel negativity to your work. You’ll be disengaged in answering customers concerns and impatiently counting the hours until it’s time to log out. Fortunately, human beings are innately drawn to the positive. Positivity shifts you to be more focused, thus leading you to perform better.
Act on it
Stop the habit of telling the customer “Í’m on it” just to quickly end the conversation. Understand the situation, provide a satisfactory or effective answer, then do what you said you would do. It will create trust in the mind of your customer, hence building a lasting relationship. A customer’s loyalty is always the goal.
Make a Follow up
A short follow up call to show concern can make a big difference in customer satisfaction. This will not only greatly improve your chances of a return customer but is also an opportunity to address the customer of any other concerns he or she might have. Encourage the customer to ask questions, and answer all queries before ending the conversation.
Never Pass on an Opportunity to Help
If you’re a manager or part of the sales department and you get a call regarding an IT concern, don’t shy away from it, instead take on the challenge if you can. Helping out a customer in any stage is your job. If you really can’t fix the problem, find someone who can as quickly and efficiently as possible.
Attaining legendary customer service starts with demanding more from yourself. You have the power to provide a service experience customers perceived as far better than the level to which they were accustomed to thus, eliciting a strong emotional response that creates a lasting memory.
Tired of customer service that falls far short of the mark? We’ve got vibrant and highly-skilled CSRs who provide legendary customer service – always. Contact us now and see your business skyrocket!