We have all experienced bad customer service. When I worked with retail students they would put on hilarious plays to show the meaning of bad customer service.
How does bad customer service make you feel?
If we all know what bad customer service is and we have been on the receiving end of that bad customer service and we know how it makes us feel, why do so many entrepreneurs offer bad customer service? Why do we call customers difficult and make out that it is their fault when we do not supply quality service every time?
What is customer service?
It is meeting or exceeding the needs of the client.
What is customer experience?
Meeting or exceeding the needs of the customer in such a way that they find the experience enjoyable.
On a scale of 1-10 with 1 being shocking and 10 being exceptional, where does your business fall?
Let’s look at the needs of the customer for a product or service
- It must meet their needs – you have to ask about these needs and check with time that those needs haven’t changed.
- It needs to be available.
- It needs to be of great quality.
- It needs to be delivered correctly and on time.
- It needs backup service in case things go wrong.
- It needs to have been sold by a salesperson who has knowledge of the product, service and the customer’s needs and is able to communicate.
- It needs to have been quoted and invoiced correctly.
- The money for this product or service needs to be collected on time.
The customer needs to feel
- That they got value for money
- Seen and listened to whether they are in person, on the phone or via email
- They can believe in the brand and its consistency. They will get the same experience no matter how many times they buy.
- They have the right to complain and that their complaints will be addressed.
My challenge to you is to have a long honest look at your business.
You know what good customer service is. You know how it feels to not receive good customer service. Are you meeting the needs of your client every time?
If not, how can you change things? Do you have standards for your business e.g how long does it take to reply to an email? What level of product knowledge should your people have?
If you do have standards are these standards visible every day?
Do not despair if you found your business to not meet the standards your customer would like from you. You have the opportunity to change what isn’t working.
submitted by Colleen Qvist (Master Coach)
Disclaimer: The views expressed in this article are those of the author.