Customer Service – Delivering the WoW Factor.
A defining moment of truth?
Every interaction you have with your prospects, customers and clients is a defining moment of truth.
One of the most prevalent problems I see with most companies today is at the customer service level, whether it be with their sales people or their customer service reps. The best people I’ve ever had the pleasure of either working with or having work for me were people who took ownwership and pride in the company that they worked for.
Efficiency vs. Customer Service.
We get so caught up in what we need to do. We forget, customers are not dependant on us, we are dependant on them… we are in business, have jobs, and ultimately get paid because of people who choose us over doing business with someone else. In my opinion this is a gift! I am so very very grateful for each and every person who decides to do business with me.
And it shows in every interaction I have with them. Not only are first impressions so critically important, but so are the impressions you leave people with, your very last impression before your next call!
Due to the administrative demands of our positions, we often forget this one simple credo, customers are not an interruption of our work, they are why we are here. It seems that most small companies and entrepreneurs know this credo only to well.
They have too, simply to survive. The larger the company, the more likely this message gets lost. Why do you ask…
· Call Volumes, people start to feel overwhelmed
· Poor communication between departments
· Internal Cliques
· Job dissatisfaction
· Putting more emphasis on own internal requirements.
The front end people, the ones in the trenches start to lose sight of why they’re really there, what is my priority? Why am I here? To satisfy internal job requirements? Or to keep customers happy? Am I happy?
So they busily fill out forms and try and get through the day and when a call comes in, or a client walks in… they see the call or walk in as an annoyance, something to get done quickly and efficiently, and that one thought gets conveyed to your customer.
93% of all communication is non verbal. What messages are your people really conveying to your customers?
I think every person within your organization should post this sign where they can see it.
“EVERY member of our team who, in any capacity, comes in contact with our customers, is a SALESPERSON, and the impression he or she makes, good or bad, is a lasting ADVERTISEMENT!” (quoted from Fast Company).
Kevin Boyle
Author / Public Speaker / Sales Trainer and Coach
“The Secrets to Sales Mastery”
ps – Did you enjoy this post? Do you have any tricks or tips on how to provide superior cuastomer service? Please feel free to add your comments!
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The best cold calling advice I could ever give you!
