#SBCareerReady
What does Customer Service mean to you?
Think about it.....
Think of a time you received great customer service while shopping in a store, receiving a service, or even scheduling or ordering products over the phone or internet.
On the left hand side of a piece of paper list all of the things (as detailed as possible) that made it a great experience.
Now do the opposite and think of a time that you received bad customer service.
On the right hand side of the same piece of paper, list all of the things (as detailed as possible) that made it a bad experience.
Read through your lists and match words or phrases that are opposite of each other. For example, quick service vs. slow service or smiled vs frowned. Any words or phrases that do not have a match write a word or phrase that is the opposite.
Review your lists and write your own definition of good customer service.
Textbook Definition of Customer Service
Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you.
Customer Service Before the Purchase
How does a company provide service to a customer before they even purchase goods or services?
- Advertising - Sharing information about products and services with customers where they are most likely to find it.
- Promotions - Providing discounts or deals that increase a customer's ability to purchase.
- User friendly website or call center - Providing easy access to information needed to make informed decisions.
- Consultations - Providing free advice before a purchase is made or services contracted.
- Timely and attentive service - Answering calls or returning messages in a timely manner; acknowledging customers upon entry to a store or website.
- Understanding the target market - Studying the customers to develop an in-depth understanding of who they are and what they like.
- Product and company knowledge - Training sales people to know and understand the company and the products they offer.
"It's worth remembering that your company's customer service plan is only as strong as its weakest link. ~ David H. Mattson
Customer Service During the Purchase
How does a company provide service to a customer during the purchasing phase?
- Greeting- This could be answering a call, saying hello to customers when they enter the store, or offering virtual assistance through the company website.
- Asking open ended questions- This gathers information from the customer that determines which products or services are the best fit. These questions require more than a yes or no answer and usually start with what, when, where, why, and how.
- Turning features into benefits- This is where a sales person demonstrates product knowledge. An example might be, "These tickets are not only in the front row, but on the aisle as well, making it easier to exit after the concert." Feature: on aisle Benefit: easy exit.
- Overcoming objections and offering options- Customers can have objections to a product for many reasons. An example might be, Customer: "Those tickets are very expensive." Salesperson: "True, but they are the cheapest tickets in the front row and on the aisle. I see another pair of seats five rows back, but still on the isle for fifty dollars less. Perhaps those would be a better option?" Customer: "I think those will work since we will still be close and on the aisle."
- Closing the sale - The sales person still needs to determine if the customer is ready to make the purchase. An example might be, "Would you prefer printed or digital tickets?" or "If you're happy with the tickets in the fifth row and on the aisle, would you like me book them for you now?"
Customer Service After the Purchase
How does a company provide service to a customer after the purchase?
- Say thank you
- Send a personal note or email
- Share tips on other benefits of their purchase
- Provide advance notice of sales
- Follow up to see how the product or service worked for them
- Resolve complaints if the product fails
Why is Customer Service Important?
Customer service is not a department, it’s everyone’s job. ~ Anonymous
Skills and Qualities Needed to Deliver Great Customer Service
- Expertise- Know your products and your customers.
- Empathy- Step into your customers' shoes and understand where they are coming from.
- Communication- 80% listening and 20% talking.
- Professionalism- Conducting your behavior and attitude in a manner appropriate to the business environment.
- Appreciation- Acknowledge and accept compliments as well as complaints; both will improve your customer service.
- Body language- Exhibit an approachable demeanor by monitoring and adjusting your body language.
- Apologize- Know how and when to do it.
- Punctuality- Be on time or ahead of time.
Your Turn.... How would you handle these situations?
What is wrong with the customer service provided in the video below ?
Take the quiz below to test your knowledge!
Reflection
Revisit your definition of customer service. Do you still agree with your definition? Is there anything you would add or take-away to make it more accurate?
"No one remembers average and ordinary." - Patrick Bet-David