In today’s digital world businesses can no longer be content to deliver ‘satisfactory’ or what may be perceived by their customers as mediocre customer service. You must be prepared to go the extra mile, as needed. Never lose sight of the fact that in many instances your competition is just a mouse click away.
The customer’s perception is important as often times businesses feel that they’re delivering excellent customer service, while their customers think the opposite. For example, a business may have it listed in their Customer Service Policy that they strive for one-time resolution. So imagine that a customer calls a brick and mortar store where they recently purchased an electronic device. They encountered a problem during the setting up process and the staffer/contractor assists the caller through the process. The business confirms that they resolved the customer’s issue and is happy about that. As the customer continues the set-up and installation process she encounters another problem and has to call again. Now she’s getting annoyed as this is her second call. The company sees it differently as this is about another issue. Once again, at the end of the call someone will ask if the issue was taken care of satisfactorily and the caller/customer will say, Yes.
Let’s take this a step further. What if you know that a segment of your market is not tech-savvy? What if the second challenge is a known one? What if your business made it a part of your Customer Service Policy to include some information about that second challenge when people call about the first? Yes, it would take a couple of minutes to add, ‘And when you get to Point B, here is what you should do…’
Those few minutes could have tremendous value because, people talk! They are willing to share great experiences. Just the same way they had a great meal at XYZ Restaurant and told their friends and relatives about their experience with the delicious food and the waiter who went the extra mile; they will share their experience about your business with their friends and relatives.
The customer who encountered the challenge but was told ahead what to do will share that your customer service is the best. You did not wait for her to experience the issue and have to call. You anticipated it and told her beforehand what to expect and how to resolve it. In her eyes, you went the extra mile.
Your goal in going the extra mile should be to exceed your customers’ expectations and delight them so that they become your loyal customers and advocates.
Now you may be saying, “This is all well and good, I’m in Direct Sales or Networking Marketing. How does that apply to me?” In my next article I’ll cover some ways that Direct Sales Consultants can go the extra mile and deliver excellent customer service.
If you have questions about developing your Customer Service Policy, let talk in a complimentary strategy session. Complete the Questionnaire at: htt[://YvonneAJones.com