More than the use case of a product, it is the user’s emotional and psychological connect that determines the repeated use of any product. When using Facebook you never think about its logical utility but it is the psychological pull from personal news shared by your friends and community that addicts you.
So you are at the helm of a fledgling company and providing stellar customer service is number 1 on your mandate. But your budget being what it is, you are sweating bullets at the thought of the $$$ signs good customer service might translate into for your company’s coffers.
You are probably of the mind that great customer service can be provided only with the help of a massive budget behind it. Wrong! Today, dear reader, we’d like to share with you five pointers that prove to you that you can be the provider of superior customer service, even on a shoestring!
Picture this. A well dressed man walks into a car showroom and requests to be shown the hatchback models in all variants. An executive is allotted to show the customer around, but for each car he sees, the customer always has a comment to make.
‘That car has been giving very poor mileage. I read so in the paper.’
‘This one? It’s not spacious and the upholstery looks dull.’
You may have been running a successful organisation, living within the bubble that everything your company does is purely customer-centric and that your business landscape has been built on the basis of giving the best experience to your customer.
Here’s your wake-up call. You have fallen behind. Customer service trends are changing rapidly and unless you catch up, you may see the unfortunate activity of customers moving to competitors even if their product is not as good as yours.
Here’s a quick look at what you need to be good at if you want your customers to remember you for your exceptional customer service.
1. Voice still reigns but barely
So you are a Customer Support Manager, with a whole bunch of young and adrenaline-filled customer support agents in your team, chomping at the bit. They are the “face” (voice?) of your company, the ones in the front line of customer service, fielding calls from irate customers calling to complain, responding to angry and sometimes expletive-filled emails with aplomb, soothing ruffled feathers every single day.
In business scenarios, things aren’t that straightforward (and how unfair is that!) but we shall not let that deter us from trying to adapt the successful ways employed by our retail brethren. (more…)