Winning Customer Service
We can all recall a time when we received ordinary customer service. It met our expectations and allowed us to cross something off a to-do list. But, have you ever had WINNING customer service? Winning customer service not only meets our expectations but exceeds them. It leaves you feeling appreciated by the company, reaffirms your decision-making skills, and makes you want to tell someone in person, via phone, or social media just how great that experience felt. What exactly did the Representative do differently to provide that WINNING customer service? Here are five strategic steps they took to make you, as a customer, leave feeling like a WINNER.
5 Essential Customer Service Tips
- Understand the Company and its Customers – Before the Representative even met you, they prepared for that WINNING customer service experience. They completed customer service courses, studied customer service blogs, researched many different products/services provided by the company, and studied the type of customers they would encounter daily.
- Establish a Personal Connection – They asked for your name, inquired about how your day was going, and related to the reason you needed their assistance. There was probably a joke or two and a smile in there, as well. This puts the human touch in WINNING customer service. The Representative wanted the situation to feel more like a quick chit-chat between pals while also handling business.
- Utilize Clear Communication – WINNING customer service requires active listening and undivided attention when assisting a customer. Anything else that needs our attention has to be put on hold. After listening to the customer, the Representative determined how to help, expressed those steps to you, and proceeded to complete each step until the task was done.
- Prompt Problem Solving – After realizing how they can help you, the Representative went into action. No need to place you on hold, transfer you, or have you step out of line. Each step took place quickly, confidently, and with care. This impressed you, and I bet you made a mental note of their name. WINNING!!
- Consistency is Key – Winning customer service isn’t for one customer but all customers. Because the Representative knows this, they provide the same full-throttle energy to each customer, regardless of the situation. They understand that customers are frustrated by the situation and not by them. Everyone deserves to be treated equally.
Leave Customer Service Feedback
Leaving feedback isn’t a requirement as a customer; it’s a RIGHT! Receiving WINNING customer service should be shared with others, especially the company. Include the Representative’s name, not for recognition but for appreciation; that way, that amazing feeling you left with boomerangs back to the Representative who helped you.