Service quality

Service quality

Sunday, 12 October 2014

Customer Service


In such a tight a challenging economy, customer service is often the differentiator.  Why do I say so?  There will always be competitors with lower price.  Yet you become unbeatable when you earn the trust, loyalty and the devotion of the customers, clients and constituents.  All these can be done through delivering great service.

An organisation does not need million of dollars for marketing budget or even a large number of staff to deliver great customer service. Whether the organisation consists of 1,000 employees or just one, we just need one who can deliver the kind of knock-your-socks-off service, which will boost customer loyalty and grow your business.

Below are some ways to deliver great customer service- base on my working experience.

1.      LEARN AND USE THE NAMES OF YOUR CUSTOMERS WITH A CHEERFUL SMILE

 It is a universal sign of friendliness and transmits your desire to being a brand new relationship that can last a life time - first step to an ice breaking scenario. Taking pride in knowing or acknowledging every individual customers and pronouncing it properly is what it takes. This not only shows respect, it also shows how much you value them as your customer individually.

Example: “Good Luck, Mr Ng.” This makes the day right for your guest, especially when guest approaches counter after purchasing levy.

 

2.      USE MAGICAL WORDS AND PHRASES, LIKE SAYING “THANK YOU”

In addition to hearing the names, customers love to hear words and phrases like: "We are sorry", "We will take it into consideration", “Let us fix it for you", "It's my pleasure to serve you" and "We are glad to serve you". The next most important phrase after "We are sorry".  Always thank the customer for their patronage and referrals, and for taking time out and courage to feedback on our service.  Take this as a favour and compliment- now you know why customers leave your organisation and how to solve this problem right and then.

Example: “Thank you Mr Ng for your feedback. We will take it into consideration.” This sentence is useful especially when guest complaints.

 

3.      LISTEN AND READ ACTIVELY

Listen actively includes listening with your ears, eyes, mind and heart.  Use body language to convey comprehension, agreement or consternation.  Give eye contact and avoid distractions, and let your customers know they are being heard by simple body language gestures. 

Example: A nod of your head to show acknowledgement for your understanding to guest’s queries and feedbacks.

 

4.      REPLACING NEGATIVE LANGUAGE WITH POSITIVE ONES

Keep employees focus on the positive attitude in resolving customers' problems.  Emphasise on what you can do instead of telling customers what you are unable to do, or what is unavailable.  When this positive message is brought across to customers, they will be less agitated.

Example: When guest ask questions that you do not know, never say “I don’t know” for an answer. Use other alternative way such as “Let me get more detail on your query.”

 

5.      ASK YOUR CUSTOMERS WHAT ELSE AND WHAT MORE CAN YOU DO FOR THEM

As simple as asking customers how you can serve them better.  Many times your customers will offer insights into what you can improve, expand and grow with them.  But the most important is to listen and act upon this information.

 

6.      HONOUR THE DIVERSITY OF OUR CUSTOMERS

Learn about their culture, religion and values. Show them you respect and appreciate their needs, preferences and desires.  Don't assume that "1 concept fits all" because there is a vast difference between nationality, religion and even generations. Assumption kills at times.

 

7.      GIVE CUSTOMERS LAGNIAPPE

Give customers a little extra.  Give customers more than what they are expected...a treat, bonus or unexpected surprise. Better still, a 'WOW' experience.

Having to know and understand the concepts above takes less than an hour, but having to practise it takes a long time.  But again, with such concept in place, you will have loyal customers for a lifetime.

Example: When guest ask for a direction, offer to walk them to their destination with sincerity.

With such mathematical calculation, having to learn and practise the above ways is worth the try.

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