The personal touch can make all the difference. It is often unexpected, and always appreciated. You may not be able to drive to a customer’s office to personally apologize, but you can write a personal thank you note.
Most people in front-line customer service jobs want to work hard, be helpful, and take care of the customer. No matter what the reason behind bad incidents the really bad thing is that they can create a negative impression for the business. The customer experience is lost.
Customers must be a company’s top priority for it to succeed. But in order to have a truly customer-centric outlook, the same level of service must start within the organization with a dedication to employees.
More than 2,300 years ago, Aristotle said, “Pleasure in the job puts perfection in the work.” If this were written in today’s terms, it would fall under the heading of what we now call “employee engagement.”
Companies are using games to enhance the customer experience and engage with their customers, as well as their employees. It is a winning strategy for businesses—providing customers with entertainment in a fun, competitive way builds the company’s image and level of interaction with its customers.
If you’ve been reading my customer service articles or watching my weekly videos on YouTube, then you know my definition of being amazing is about consistently being better than average. And above average means exactly that. You don’t have to be over-the-top amazing.
Amazing customer service is just a little better than average. That in itself isn’t amazing. What makes it amazing is when it is a little better than average—all of the time. It’s the consistency that makes the difference.
Core values affect the customer service experience—for external customers as well as internal customers (employees). They can attract customers to do business with you, and be a motivating factor for employees to enjoy their work and do it well.
Small Biz Club is the premier destination for small business owners and entrepreneurs. To succeed in business, you have to constantly learn about new things, evaluate what you’re doing, and look for ways to improve—that’s what we’re here to help you do.