4Sight Coach » Great Customer Service ISN'T = The Customer is Always Right!

Have you ever visited a business in person or online, and had just a brutal experience? It's fair to say that everyone from, say, 15 and older has. And while we know more about human behavior than we did 40 years ago. And have more tools at our disposal. The overall customer service level is at best, the same.

(I realize there are some indices that show an increase in satisfaction since the 90's. [The American Customer Satisfaction Index (ACSI)]

Those take into account the amount of spending and the factors influencing the spend. I'm talking just pure....you paid money to a business for a product or service. How satisfied were you with the purchase. Especially, if you had any issues, how were they corrected.)

As I think about all the things we know today and the tools we have at our finger tips, why isn't there a HUGE difference in customer satisfaction? Especially small businesses. Who have more intimate relationship.

Here are a few things that businesses can do to get back, Great Customer Service.

Train Your Team:

Implement regular training sessions focused on customer service skills such as empathy, communication, and problem-solving. Use role-playing scenarios to help staff practice handling various customer interactions effectively.
This isn’t about “The customer is always right.” They are coming to you because your product or service solves a problem. Don’t create a new problem because it is hard to work with your company.

Create a Customer-Centric Culture:

Embed customer satisfaction into your company’s core values. Encourage employees at all levels to prioritize customer needs in their decision-making processes and recognize those who deliver exceptional service.

Solicit Feedback:

Develop channels for gathering customer feedback, such as surveys, suggestion boxes, or online reviews. Analyze this data to identify areas for improvement and track progress over time.

Personalize Interactions:

Use customer data to personalize interactions, whether it’s remembering past purchases or preferences during service calls. Personalized experiences make customers feel valued and understood.

Resolve Issues Promptly:

Establish clear protocols for addressing customer complaints and ensure staff are empowered to resolve issues quickly. Acknowledge mistakes, apologize when necessary, and offer solutions that meet the customer’s needs.

Exceed Expectations:

Surprise customers by going beyond the expected level of service. This could mean adding a small gift with their purchase, sending a thank-you note, or providing an unexpected discount. Such gestures create memorable experiences that encourage loyalty and positive word-of-mouth.

If your revenue or profit feel lagging, the issue may simply be how you attend to your customers. How you service them and recover from set backs. If you want an outside perspective. Hands on help crafting and executing a plan...just reply to this message. I would love to help you.