Four Secrets For Creating a Great Customer Service Experience
by: CaryCavitt | Total views: 5 | Word Count: 771 | View PDF | Print View
Each one of us is continually given the role of being the customer throughout our lives. We become acquainted with playing the customer and having others wait on us. No matter where we are at, we are always taking on the role of being the customer and having others serve us. Think about this past week and I am sure that we will discover just how many times that we have been the customer.
Simply reflect on the past experiences that we have had as a customer and we will soon find that some people are better at customer service than others. We will also discover that most of our customer service experiences are average at best. There will be those moments when we are given the honor of being served by a customer service superstar. But on average, service in America usually leaves us with the impression that we are interrupting the person responsible for taking care of our needs.
Offering an excellent service experience can only come as a result of a person genuinely caring about the customer. If a service representative is not serving from a sincere and caring heart, more than likely the service will be perceived as average. Remember this important statement:
"Five-star service can only occur when we care about meeting our customer's immediate needs. Without a caring heart, customer service simply becomes a job description."
When we try to make the experience for the customer as pleasant as possible, he or she will perceive the service provided as first-rate. Customers will perceive our service as being excellent when they feel that we had their best interest in mind. This is serving with the right intentions. Let's now look at four practical ways we can show our customers that we care.
1. Five-star service is showing consideration
Showing consideration to our customers should consistently be offered by every customer service representative. It is only logical that anyone who is working out in front with customers should show hospitality. Remember that it only takes one employee to effect the customer's perception of the service if he or she is not being courteous.
2. Five-star service is showing urgency
The next key in providing excellent service is to show our customers that their needs demand a sense of urgency. By this I mean that we respect our customers by seeing their request as important and give them the positive impression that we will quickly take care of it. We need to consider each request as a pressing matter that should be taken care of in an efficient and professional manner.
3. Five-star service is simply serving from the heart
Customers ultimately measure the service by the memory of the experience. This is why it is important to project a caring attitude. When they sense that we care about their experience, they will automatically give the service higher ratings. Creating a successful service experience will only happen when we show that we care enough to give our best and treat them in a way that we would want to be treated if we were the customer.
4. Five-star service involves a team effort
The sky truly is the limit when an organization has a team that is passionate about creating great service. This is because each team member plays a key role in how well the service will be perceived. It is important to understand that every employee is a reflection of not only the organization, but also of each other. In order to provide five-star service, we must first start by creating a team that is excited to serve.
The superstars of customer service have a secret that makes people come back time and again. They simply show each customer that they are enthused to have the opportunity to serve them! This feature will go a long way in making our customers feel like VIP's. It is also imperative to remember that a lack of enthusiasm can have the opposite effect.
Delivering five-star service happens when we enjoy serving others. By enjoying the process of helping others, we will make a major step in offering others a five-star experience. One of the best qualities found in organizations that offer excellent service is having a group of people who have caught the vision of the importance of treating others with respect. And when we truly enjoy serving, our profession becomes less of a job and more of an enjoyable experience for both our team and our customers.
About the Author
Cary Cavitt is a expert customer service speaker. He has written seven books on the subject and is available for keynote speaking and onsite seminars throughout the United States. See more great customer service articles and customer service tips.
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