There’s no middle ground in business. If you’re not providing quality customer service, your business will fail.
Blockbuster developed a reputation for being a giant corporation that charged outrageous late fees and cared little for what its customers wanted. By the time Blockbuster decided to finally listen to its customers and reduce late fees, offer video streaming and improve its attitude, it was too late. The damage had been done. Despite coming up with a price point that rivaled Netflix, consumers still decided they didn't want to give Blockbuster their business.
During tough economic times, customer service and engagement is more important than ever. Smart businesses understand that while demand for products or services may drop, the demand for customer service never does - and it's these companies that are likely to fare better than their competitors in tough times.
Keep These Tips In Mind
Thoughtfulness in meeting the customer’s needs
Taking personal responsibility for a customer
Quick problem-solving for the customer
Offering immediate assistance
Using the customer’s name in a conversation
Pleasant tone of voice
Polite and courteous manners
Genuine and thoughtful conversations
Quality CS - Customer Service, is a system
There are performance standards that must be in place. These must be communicated and implemented at all levels in the establishment. They require leadership from the manager or owner. These customer service standards need to be monitored, reviewed, and updated regularly.
Customer expectation must be recognized and acted upon. Ask yourself if your definition of quality is the same as what the customer expects. Your customers should always be thought of as educated, perceptive and demanding.
When they make a reservation, purchase an item, order a meal, book a trip, or check into a hotel room, they have certain expectations. You must identify whether you are falling short, meeting or exceeding their expectation of quality.
I recently had a rather negative experience with a software company. This company has a fantastic product that is exactly what I have been seeking. I paid for a premium package but for some reason, I could not get the software to work properly. I’m no slouch as far as technology is concerned but after reviewing the tutorial videos, no dice. I emailed my problem to the company several times only to receive automated replies. When I called and finally spoke to a human being, I was told that the software works 98% of the time. I’m obviously among the 2% and asked for assistance. The representative said his desk was full, he was sick and that I should review the videos. Here is a classic example of a company with an exemplary product with awful customer support. Will I return? No, and I will tell everyone I know about this frustrating experience.
Let’s say, for instance, you want to come up with a quick system for when you come across a customer who has a product or service problem you’ve never seen before.
You need to know These Things:
- Who? Decide who should be your go-to person when you don’t know what to do. The CEO might be able to help you, but you can’t go to him/her with every single question. Define a logical escalation path so you won’t be left wondering who you should reach out to.
- What? When the problem is noticeably out of your league, what are you going to send to the people above? The full conversation, just the important parts, or maybe some highlights and an example of a similar conversation?
- How? When it comes time to get someone else involved, how are you going to contact them? For instance, we use our own system to assign conversations to another team member, or the person from whom we need to get more information for the conversation.
Always take the time to confirm with customers that each and every issue they had was entirely resolved. I always add this as a question to my last email.
Your willingness to do this shows the customer three very important things:
- You care about getting it right.
- You're willing to keep going until you solve their problems.
- The customer is the one who determines what “right” is.
http://www.engvid.com/ Do you work in customer service? What do you do when your customer has a problem? In this video, I will teach you how to give great customer service. You will learn many polite expressions you can use with your customers. I will explain the Listen, Apologize, Solve, and Thank (L.A.S.T) method, which will help your performance at any customer service job. I'll also give you my customer service tips for dealing with an angry customer. After this video, watch Rebecca's video about phone customer service: https://www.youtube.com/watch?v=KBSrZ... Take the quiz at http://www.engvid.com/how-to-give-gre...
Hello. My name is Emma, and in today's video I am going to teach you a very, very important thing for customer service. I used to work in customer service, and this is actually one of the most important things I learned, and this is called the L-A-S-T or LAST approach. So, to get started, let's talk a little bit about: What is customer service? So, customer service is when you have customers, of course, and you're trying to make your customers as comfortable and happy as possible. You're also trying to meet their needs and expectations, and solve any problems or situations that they might have. So, customer service is a huge category. There's many, many different jobs where you use customer service. If you work in a hotel, for example, as a clerk, you know, in the lobby, as a bellhop, you will be using customer service. If you work at a restaurant as a server, you'll be using customer service, or as a hostess. If you're the manager of a store, you'll be using customer service. If you work in a business or even in a hospital, you'll be using customer service. So, pretty much any time you're dealing with people from the public and they're customers and you're trying to help them, you're doing customer service. So, there are many different problems that a customer might have. What are some examples of some problems? Can you think of anything, a problem a customer might have? Maybe somebody charged them too much for something, maybe they're in a store and the lineups are too long, maybe a customer is at a hotel and they're very unhappy because the Wi-Fi isn't working or their bed's uncomfortable. So, there's so many different problems customers might have at different types of businesses. In this video what I'm going to teach you is: What do you do when a customer has a problem? Okay? So, a very easy thing to do when a customer has a problem is called the LAST approach. "LAST", what does it stand for? Well, if a customer has a problem, the first thing you should do is listen to their problem, the next thing you should do is apologize, solve their problem, and thank them. So: Listen, Apologize, Solve, and Thank. We're going to look at expressions we use to show we're listening, expressions to apologize, expressions that can help us solve problems, and expressions to thank customers. Okay, so the first step when a customer has a problem is to listen. So, the first thing you should do is find out what the problem is. You can ask them: "What seems to be the problem?" or "How can I help you?" Okay? Once they start explaining what the problem is, very important that you look like you're actually listening and that you do listen. Okay? So, you shouldn't look at your watch: "Mm-hmm. Mm-hmm." Okay? That's a bad idea. You shouldn't look at the sky: "Uh, when is this person going to stop talking?" Okay? You shouldn't roll your eyes. Okay? No, no, no. You need to show that you actually care about what the customer is saying. So, showing you're listening is very important. You can repeat back to the customer what they're saying to show that you understand and to make sure that you did understand. So: "So what you're saying is, you know, there's no hot water in this hotel.", "So what you're saying is the Wi-Fi's not working and you're not happy with that." Okay? These are some examples. "So what you're saying is _________." You can also say: "Let me get this right..." "Let me get this right, what you're saying is that, you know, there's a problem at your table.", "What you're saying is that you've been waiting for your food for a really long time." So it's important to show that you are listening and you acknowledge what they have said. Okay. Now, sometimes with customer service you get a customer who's very angry, and maybe they start swearing, they start using very bad language. Okay? So if this happens, very important that you don't get upset. Okay? When this happened to me in the past, I would actually pretend to be a computer. I would not take anything personally. I would just smile and pretend to be a computer, and that's how I got through angry customers. So, if the person is rude... You know, it's not right if somebody is saying something rude to you, if they're swearing at you, or they're making you feel uncomfortable. So, be polite. Okay?