8 Keys to Customer Service
8 Keys to Great Customer Service
It feels like in today’s business world, customer service has taken a back seat to the bottom line. Most of us cringe when we think about having to deal with a customer service department, but why?
Many at the top of the business chain have forgotten that they are there to serve the customer in the first place.
The following article goes over 8 keys to great customer service that I have used successfully in my career.
RAVE. Respect, Appreciate, Value, Everyone. Living near Disney World, I started to hear this acronym and fell in love with it. This applies to both internal and external customers.
Get embedded with your clients. To help my team remember this one, I had a picture of a stick person in bed. Listen to the frustrations of your market then provide a solution. If you can become known as the problem solver, you will always have work.
Put yourself in their shoes. Think about what service you expect then exceed that bar by going above it.
Give them the Ritz Carlton experience. Make your customers feel “welcomed, wanted, remembered, and cared for” just like the luxury hotel chain.
Give them warm and fuzzes by making their life easy and making them look good. Do the extra headache for your client then give him/her the credit. You will be rewarded with a loyal customer.
Fall on the sword. In engineering, this can be difficult. Engineers are often protective of their design. You must let go of your pride and accept negative feedback even when you disagree with it. The client will appreciate that you are not argumentative and defensive of their opinion. Remember, it is only their opinion not indicative of your skills or expertise.
The Golden Rule. I try to live by this bible verse in all aspects of my life. Simply stated, “treat others like you want to be treated.”
Communicate. I don’t know anyone that truly like surprise parties. Customers don’t like surprises either. Never assume they know something. Consistent communication can prevent many customer satisfaction disasters.
If you, and your team, follow the above 8 keys to great customer service your clients will notice. If you stay focused on your client and always do the right thing, you will never have to worry about the financial health of your company.
I’d love to know what you think! Do you think customer service is simply dead and gone forever? Feel free to leave us a comment below.