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Member You - Awesome Customer Service Requires a Three Pronged Attack
When I was Vice President of Sales for a New York based computer services company, I walked by one of my salesperson’s desk when the phone began to ring and picked up the phone to answer the call. It was one call that tested my customer service skills.It was a call from a Senior Vice President for Chase Manhattan Bank, N.A. She was not happy with the service our representative was giving her and said she was considering going to another vendor for her computer services. I let her talk as she vented her anger.I reintroduced myself and let her know that I would personally appreciate her sharing her customer service concerns with me. I also let her know we valued her as a customer and wanted her busines
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided by your top performers. Super Customer Service occurs when the customer perceives they are receiving service that is above and beyond what they are expecting. The customers receive acts of spontaneous kindness that delight them. As a resu
Have you ever wondered how it would be to live on the street and still survive? Well when you consider your career as a Homeless Person it is all about survival. For instance if you do not have what you need to eat, you could starve, run into health problems, get really sick and end up in worse shape. Mankind and the human body is capable of living in some pretty horrific outdoor conditions, after all before civilizations humans did just that, so genetically they are adapted to live as homeless people and a lot better than most people think too.The modern day homeless person although it looks bad actually lives as well or better than peasants in the fourteenth century. There is food available and money to b
Having stated that, some businesses still seem to excel in customer service and get rave reviews from consumers, surely they have a different strategy.
Internal Customers Remain The Same
It is my view that everyone joins a business team to do their best. It is the culture of the business that affects their performance level. There is an African saying “the boss casts a long shadow” and this is especially true when it comes to the standard of customer service we experience in businesses. Every one wants to excel at customer service, but starts from a different point and performs to the cultural expectation levels of the business.
The consumer experiences customer service based, in my view, on the different levels:
Level One: Synthetic Service
Level Two: Genuine Service
Level Three: Super Service
It is the understanding of the team and the implementation process that make the difference.
Synthetic Customer Service
This is based on all team members being trained to provide a ‘customer service’ act. They are given a script, told to remember their lines and to repeat the same process with every customer.
This approach is common in the fast food industry and is often criticized by many business people, due to its artificial approach. But, in my opinion, it does have a role. Not every one has the experience and attitude to provide customer service at level two or three.
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome. They therefore ensure they have a rigorous training programme to make sure all team members are trained and skilled at least in level one customer service.
Genuine Customer Service
This should be mainstream customer service. It is based on employing a team member with personality and then giving them confidence by providing product knowledge and skills training in selling.
Genuine customer service today is often labeled Customer Relations Management. It requires team members to open conversations using “open questions". They then rely on their listening skills and product knowledge to build a relationship and foster loyalty with the customer.
Genuine customer service has to be sincere and has to provide solutions for consumers. Therefore the sales person has to think for the customer and to think through their customer’s needs and wants. This approach ensures the consumer trusts the salesperson. This is based on the sales person selling themselves prior to selling a product, service or business brand.
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided by your top performers. Super Customer Service occurs when the customer perceives they are receiving service that is above and beyond what they are expecting. The customers receive acts of spontaneous kindness that delight them. As a resul
It might have come your attention that finding a job this days is not easy as it used to be. Many companies are downsizing, other are outsourcing to foreign countries and many employees and professionals are running out of job. That's why we need work at home job guides.The route that many people are taking, is trying to find a work at home job, they are realizing that the power of the internet can be use to leverage their skills and work for other people even from other countries. Its true, you can find that perfect job online, but how do you find a legit and well paying job without getting scam.Work at home job guides are needed, a reference where anyone that wants a work at home job can go and wit
The consumer experiences customer service based, in my view, on the different levels:
Level One: Synthetic Service
Level Two: Genuine Service
Level Three: Super Service
It is the understanding of the team and the implementation process that make the difference.
Synthetic Customer Service
This is based on all team members being trained to provide a ‘customer service’ act. They are given a script, told to remember their lines and to repeat the same process with every customer.
This approach is common in the fast food industry and is often criticized by many business people, due to its artificial approach. But, in my opinion, it does have a role. Not every one has the experience and attitude to provide customer service at level two or three.
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome. They therefore ensure they have a rigorous training programme to make sure all team members are trained and skilled at least in level one customer service.
Genuine Customer Service
This should be mainstream customer service. It is based on employing a team member with personality and then giving them confidence by providing product knowledge and skills training in selling.
Genuine customer service today is often labeled Customer Relations Management. It requires team members to open conversations using “open questions". They then rely on their listening skills and product knowledge to build a relationship and foster loyalty with the customer.
Genuine customer service has to be sincere and has to provide solutions for consumers. Therefore the sales person has to think for the customer and to think through their customer’s needs and wants. This approach ensures the consumer trusts the salesperson. This is based on the sales person selling themselves prior to selling a product, service or business brand.
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided by your top performers. Super Customer Service occurs when the customer perceives they are receiving service that is above and beyond what they are expecting. The customers receive acts of spontaneous kindness that delight them. As a resu
Here's a list of the top 10 tips you can use to advance your career: 1. Don't be afraid to say "I don't know." If you don't know something, say so; don't try to fake it. 2. Take responsibility for your actions. If you're at fault, admit it and take the blame. If you're wrong, apologize. 3. Never gossip. Gossip can hurt the careers of two people: the person being talked about, and the person doing the talking. 4. Never say "That's not my job." Don't think you are above anything. Pitch in and set a good example, especially if the job is one that nobody else wants to do. Your willingness to do so will be noticed and
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome. They therefore ensure they have a rigorous training programme to make sure all team members are trained and skilled at least in level one customer service.
Genuine Customer Service
This should be mainstream customer service. It is based on employing a team member with personality and then giving them confidence by providing product knowledge and skills training in selling.
Genuine customer service today is often labeled Customer Relations Management. It requires team members to open conversations using “open questions". They then rely on their listening skills and product knowledge to build a relationship and foster loyalty with the customer.
Genuine customer service has to be sincere and has to provide solutions for consumers. Therefore the sales person has to think for the customer and to think through their customer’s needs and wants. This approach ensures the consumer trusts the salesperson. This is based on the sales person selling themselves prior to selling a product, service or business brand.
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided by your top performers. Super Customer Service occurs when the customer perceives they are receiving service that is above and beyond what they are expecting. The customers receive acts of spontaneous kindness that delight them. As a resu
From the psychological point of view advertisements may be classified according to their general purpose or intention and also according to the particular tasks which they set themselves. Thus we may have the three following types, according to the task attempted: Classified Advertisement. Takes initial attention, interest, and memory for granted, and merely seeks to direct the response.Publicity Advertisement. Takes for granted the elements of persuasion, decision, and response, and merely tries to accomplish the tasks which the Classified Advertisement explicitly ignores - namely, to attract and hold attention, and to fix an impression in the reader's mind.Complete Advertisement. Atte
Genuine customer service today is often labeled Customer Relations Management. It requires team members to open conversations using “open questions". They then rely on their listening skills and product knowledge to build a relationship and foster loyalty with the customer.
Genuine customer service has to be sincere and has to provide solutions for consumers. Therefore the sales person has to think for the customer and to think through their customer’s needs and wants. This approach ensures the consumer trusts the salesperson. This is based on the sales person selling themselves prior to selling a product, service or business brand.
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided by your top performers. Super Customer Service occurs when the customer perceives they are receiving service that is above and beyond what they are expecting. The customers receive acts of spontaneous kindness that delight them. As a resu
Looking around our surroundings we can essentially tell that advertising is everywhere. We can see them on streets, on walls, on radio and television. From this we can barely conclude that advertising is the easiest way of reaching out for customers and prospective clients. Mainly with the different innovations made in the printing technology, different advertising materials had been developed and among them are the sticker prints.Sticker printing is a very essential printing service ideal to apply at present. This is because it helps you to print stickers that will be best used for your campaign and advertising. Additionally this printing service is also economical because it does not involve a high printi
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided by your top performers. Super Customer Service occurs when the customer perceives they are receiving service that is above and beyond what they are expecting. The customers receive acts of spontaneous kindness that delight them. As a result, they become advocates for your business and promote your business by telling others about your awesome service.
The formula for success is:
Expectation + 1
The bad news is that you cannot put this type of service standard into your company policy, if you do, it won’t be spontaneous. What you must do is ensure that team members are empowered to provide super customer service and are recognized by management when they do.
A recent example I came across of Super Customer Service was at an international airport. A family of travelers had flown with British Airways on a long haul flight and had passed through customs with a large amount of luggage. They were struggling to a rental car when they were spotted by two British Airways flight attendants in the parking area. The BA employees dropped everything and grabbed the family’s luggage and helped them to their rental car. Now that’s Super Service, it was spontaneous and even after the sales package had been completed by the airline.
Introducing Awesome Customer Service into Your Business
You have recognized that not everyone is going to be awesome and that a business is judged on the performance level of its lowest performer.
You need to accept that in a successful team you will have team members who will be at different skill levels of providing service.
Some team members will need a precise training programme to provide them with a script. It may appear synthetic, but given time, and training, they will move to level two.
More mature and culturally aware team members will, given product knowledge and skills training, be able to provide genuine customer service using open conversations.
Finally, for those top flyers, have an empowerment policy that allows them to create a raving fans policy for your business. There are a few businesses that only need to concentrate on one level. Successful businesses understand that they need a three tier system to grow awesome salespeople who will in turn grow their business by creating customer advocates for the business.
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