Here is a scenario to which you can likely relate: you walk into a department store, and you barely step one foot into area of the store of which you are going, like the men’s department, and immediately you get asked, “can I help you find something?”. For me this is quite annoying because 99% of the time I don’t need help deciding on what I choose to purchase. However, I feel, this is considered “good customer service.” The other alternative is leaving you alone, ignoring you or pretending to be busy while you struggle and stress to find something you are searching for is considered poor customer service (PCS). Immediately putting you on hold when you place a call to a business. Is that good customer service? A good understanding of what is considered good customer service is imperative if you want to stay in business for a long time. That being the case, when it comes to training your employees or staff you should know what constitutes good customer service. You should also be able to cite examples of what constitutes good customer service for those you employ because they should always be top of mind. There is a distinction between good customer service (GCS) and great or excellent customer service (ECS) and below are examples of the subtle differences in qualities are given.
GCS vs ECS point by point and labeled each accordingly:
? Good customer service should be an imperative and integral part of a successful business. Therefore, you must commit yourself as well as all your employees to performing good customer service with a true positive attitude while wearing a smile. It will be an extension of the representation of your company. However, a complete commitment to great or excellent customer service will certainly put your business over-the-top. ? Don’t make your customers pay for every little thing. Give them a break. For example, if you own a shoe store and the customer asks you to special order a style of Nike tennis shoes you don’t carry because it is unpopular, don’t make them pay for the special order, especially when it does not cost you anything over and above the same shoes in a slightly different look. (GCS) ? Address and solve their problem or issue. Be a good listener and listen to their tone of voice, body language, and most importantly how they feel. Deal with problems immediately. If it means having to make amends (i.e.: a gift card, movie t ickets, etcetera) for an employee or even a policy blunder, do it. Answer all questions and be patient when the customer is explaining the issues or concerns. (GCS or ECS which can depend on the compensation given)? Honor the customers’ time, preferences and humanity. Don’t keep your customers waiting, do your absolute best to give them your attention and treat them with humanity all the time. (GCS)? Go beyond the call of duty. Doing things that customers would never expect. For example, if your business is servicing cars and customers bring their dirty car in for a significant service, you could run it through a quick wash and be sure to vacuum it. (ECS) ? Treat all customers with kindness and respect. (GCS)? When you mess up or make a mistake even if it is a big blunder or mix-up, apologize and make amends, with flowers, or Starbucks gift cards, etcetera. (GCS)? Be ready and willing to bend over backwards to get what the customer needs. If a customer comes asking for something you don’t carry but you are quite sure you can easily get it for them, do it. (ECS)? Marketing experts say customers don’t buy products or services. They buy good feelings and solutions to problems. Always greet them with a smile, and treat them with kindness, and listen to them with empathy and respond appropriately. (GCS or ECS it depends on your mannerisms and genuine responses) ? Communicate or converse with customers and patrons to establish a rapport and to cultivate long-term relationships. (GCS)? When interacting with customers you should have good body language, smile and exhibit warm caring and good feelings and human emotions. (GCS)? Thank your customers for their patronage. For example, say, “thank you... see you next time… have good day, weekend and so forth.” (GCS)? In general, focus and give your attention to the customer in front of you based on a first come and first serve basis. (GCS)? There are different means of communicating (email, text or cell phone) with your customers when you need to, therefore determine the preference of each of your patrons and use that method of communication. (GCS) ? Be proactive if you can by anticipating and supplying their needs and wants in order to have things on hand as alternatives for them. (ECS)? Make things convenient by removing any unnecessary hurdles, and do the leg work for them, if feasible. For example, it is good if you have a way for your customers to make appointments, to ask questions, to request or purchase products through online services, or on the phone rather than in-person, it is even better. (GCS) ? Ask customers and patrons for feedback via a survey or provide a way in which customers can offer suggestions. For customers who registered FindTheBiz app users asked them to write you a review/testimonial good or bad because all are held in suspense for your approval. This gives you the opportunity to address any issues. (GCS)
Good products and services are what consumers want. These things in combination with great customer service and exposure will establish your brand and make your business extraordinarily successful. People are willing to pay for good customer service even over a product or service which they don’t know might be subpar.
All your employees should have complete knowledge of your established business protocols, policies and procedures and consistently practice them via communications and actions with all customers and patrons. Also, it is imperative to have policies and procedures in writing and posted within the business and printed on paper or in a pamphlet which will help prevent misunderstandings. This is simply good business sense and important for GCS.
Be sure to treat your employees well because they are an extension of you, and they can make or break your brand. Thank them and show your appreciation often. This is good business sense which leads to employees performing GCS and ECS which builds your brand and provides you with a good ROI.
