What I have found in my 20+ years in service related fields is that everyone’s expectations of service changes depending on what they are doing, where they are at and who they are working with. Think about it for a minute. Do you expect the same kind of service at the vehicle repair shop as you do at the grocery store? How do those service expectations differ from when you are calling your cell phone provider with a question on your bill? Do your expectations change when you are in a hurry? If you’re anything like me the answer is yes. So how do companies provide excellent service when everyone that walks through the door has different expectations?
I believe there are four factors that can be applied to any service related position that will help create a unique and memorable experience each and every time.
1. Get to know your customers. – Pay attention to their wants and needs, acknowledge their concerns and earn their trust. Show them you care by being friendly and following through on your promises.
2. Know your business. – A business isn’t just the products you offer. Taking the time to understand every aspect of the company you work for is a big deal. One of the most effective traits to have in a customer service team is being well-trained. You don’t have to know all the answers but you should know where to find them.
3. Be efficient and effective. – People are coming into your business for something specific. Providing efficient service shows the customer that you respect them and their valuable time. That being said, don’t be afraid to talk with them about a product or service that may be beneficial to their needs.
4. Kindness matters – Go the extra mile, not because you have to but because you want to. Remember the golden rule. Think about how you like to be treated when you go into a business and treat your customers that same way.
At the end of the day, service can make or break your business. People like to know that they will receive excellent service each time they walk through the door or call you on the phone. By incorporating the four points above into your service delivery, you are very likely to leave your customers with a positive experience and earn their lifelong loyalty. Last but not least, don’t forget to smile.