Customer service strategies.

1) Introduction:

In this blog I am going to talk about the importance of excellent customer service, being that no matter the size of your business, the customer service needs be at the heart of your enterprise if you want be successful. Moreover, excellent customer service can generate positive moments of truth and positive word of mouth that makes your customer happy and encourage your loyal customers. Therefore, good customer service can help your business grow and prosper.

It is important that the companies incorporate customer service into their business goals and customer services strategies into employee goals. So I am going to talk about each important strategy that business and internal customer should keep in mind. 

Before starting to explain what the different customer service strategies are, we need to know what a customer is? It is someone with whom we exchange value (ILAC International College, Customer service skills)

First of all, we need to see everything through the “lens of the customer” that means, if you understand the customer emotions, you will understand the customer’s needs because knowing their emotions and their needs the employee will be creating an emotional attachment with the customers. Moreover,  the customer will receive a memorable experience. 

Service environment is also good strategy because “everything speaks” that means, everything a customer sees, hears, touches, smells and tastes creates a negative or positive impression. Therefore, the small details are important because it shows respect for the customer.

By providing service that will create “service wows” with small details, the customers’ expectations will be exceeded. One way to make this happen is for example, always offer a solution to make the customer happy, give them the option to get a refund and finally do something unexpected and you will get such an awesome feeling of happiness.

Not only is important to give them good service environment or good service delivery but also is important the process. The processes are the magic key for service excellence therefore, effective service processes will set up the employees to be successful and make them service heroes.

The training is also essential for our business. Our employees must know the company’s goal and how to give excellence customer service. So it is really important that our internal customer have excellent interpersonal skills, for example smailing, good posture, open body language, positive attitude, attentiveness, courtesy and confidence because all of this will give to our customer the first impression. 

To sum, it is always necessary to train our internal customers to give excellent customer service. It is important to remind them every day that the clients are our main goal. We must know their needs, look at the small details and try understand them therefore we must be the lens of the customer.

Companies look for customer loyalty thereupon the companies must connect with them and to create “service wows” through the small details and have effective service process that make employees service heroes. All of this will create positive moments of truth at the same time it will promote positive word of mouth with good reviews and good recommendations. Thus, we will not create an unnecessary moments and we will not waste time nor clients because time is gold.

References:

ILAC International College. (2013 & 2014) Customer Service Skills, p3, New York, NY: Pearson Education

Patricia Lotich, (2016). 7 steps to creating a Customer Service Strategy. 

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