Customer service can be the difference between success and failure.
While good customer service meets the basic needs of customers, great customer service goes above and beyond, creating loyal customers who are more likely to refer others to your business.
This guide will delve into the differences between good and great customer service, the benefits of striving for greatness, and the steps needed to create a culture of exceptional customer service in the workplace.
Definitions
Good Customer Service: This involves meeting the basic expectations of the customer. It includes being polite, helpful, and resolving issues in a timely manner.
Great Customer Service: This involves exceeding customer expectations. It includes anticipating customer needs, providing personalized service, and making customers feel valued and appreciated.
Background Overview
In the past, businesses could compete on price or product alone. However, in today’s digital age, where products and services are increasingly commoditized, customer service has become a key differentiator. We hear this from customers looking for learning materials to present customer service training courses.
A study by American Express found that 86% of customers are willing to pay more for a better customer experience. This underscores the importance of not just providing good, but great customer service.
Features of Great Customer Service
- Proactive: Anticipates and addresses potential issues before they become problems.
- Personalized: Tailors service to meet individual customer needs and preferences.
- Prompt: Responds quickly to customer inquiries and complaints.
- Polite: Treats customers with respect and courtesy.
- Professional: Maintains a high level of professionalism, regardless of the situation.
Benefits of Great Customer Service
- Increased Customer Loyalty: Customers are more likely to stick with a company that provides great customer service.
- Positive Word of Mouth: Satisfied customers are more likely to refer others to your business.
- Competitive Advantage: Great customer service can set your business apart from the competition.
- Increased Profits: Loyal customers are more profitable, as they tend to buy more and stay with a company longer.
8 Steps to Create Great Customer Service in the Workplace
- Set Clear Expectations: Define what great customer service looks like for your business. This should be specific, measurable, achievable, relevant, and time-bound (SMART). Leadership Role: Set the tone by embodying these expectations and holding everyone accountable.
- Train Your Staff: Provide regular training to equip your staff with the skills needed to deliver great customer service. Leadership Role: Invest in quality training programs and create a culture of continuous learning.
- Empower Your Staff: Give your staff the authority to solve customer issues without needing to escalate them. Leadership Role: Trust your team and give them the tools and autonomy they need to succeed.
- Listen to Your Customers: Use surveys, social media, and other tools to gather feedback from your customers. Leadership Role: Prioritize customer feedback and use it to make informed decisions.
- Act on Feedback: Use customer feedback to identify areas for improvement and make necessary changes. Leadership Role: Be proactive in implementing changes and communicate these changes to your team.
- Reward Great Service: Recognize and reward staff who deliver great customer service. Leadership Role: Create a recognition program that celebrates customer service achievements.
- Consistently Evaluate Performance: Regularly assess your customer service performance to ensure you’re meeting your goals. Leadership Role: Use metrics and KPIs to measure performance and make adjustments as needed.
- Foster a Customer-Centric Culture: Make customer service a core part of your company culture. Leadership Role: Lead by example and consistently reinforce the importance of customer service.
Challenges in Delivering Great Customer Service
- Maintaining Consistency: Delivering consistently great customer service can be challenging, especially as a business grows.
- Managing Customer Expectations: Customers’ expectations are higher than ever, and keeping up can be difficult.
- Training and Retaining Staff: Finding and keeping staff who can deliver great customer service is a constant challenge.
Conclusion
In conclusion, while good customer service meets expectations, great customer service exceeds them.
By setting clear expectations, training and empowering staff, listening to customers, acting on feedback, rewarding great service, evaluating performance, and fostering a customer-centric culture, businesses can deliver the kind of exceptional service that builds customer loyalty and drives growth.
However, it’s important to remember that great customer service doesn’t happen overnight.
It requires a commitment from leadership and the entire team, as well as a willingness to continually learn and improve.
