“Sounds like an essay or exam question doesn’t it? but for businesses to survive all the economy is throwing at them it is essential that they consistently deliver the customer service that their customers want and expect.”
Diane Banister MD Intelligent Dialogue
And that’s the key, understanding your customers so that you deliver the service that they want and expect.
One size doesn’t fit all.
It’s always interesting to see how people’s views of what makes good customer service differ.
If you are to provide a truly great customer experience, you have to develop a definition of good customer service that your employees can relate to and deliver, and that is really relevant to your customers and your market place.
Of course good customer service is the ability of an organisation to constantly and consistently exceed customers’ expectations – but what does that really look like in your organisation?
In today’s market place, it’s more important than ever before that we understand our customers and we deliver the service they want, in the manner they want it.
Over the last few years, the recession and the credit crunch, coupled with the internet and social media have changed customers buying patterns, and what they want from their suppliers.
But despite the changes we’ve experienced, it is still often the contact with the customer that counts. The moments of truth that your customers have with your organisation, from hitting your website, to calling you, to ordering a product or service, to receiving that, and of course the after sales care, or finding help when things go wrong (without having to resort to twitter!)
It is the contact with the customer that will make the difference. That connection between individuals, that strengthens your brand, and remember Jeff Bezoz’s (Amazon’s founder) definition of brand
“it’s what your customers say about you when you’re not in the room”
The reality of good customer service is what your customers expect from you in every contact they have with you.
Understanding and segmenting your customers so you can be clear about what needs they have from you will help you to exceed their expectations. Taking the time to define good customer service for your organisation can pay real dividends.
To find out more about how you can develop the skills and behaviours which are appropriate for your products and services in your market place call us now on 0845 450 0988