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Exceeding Expectations Customer Service
Exceeding Expectations Customer Service
Five Minutes on….. The Value of Customer Service
Good customer service is the lifeblood of any business. However, in a competitive climate where costs and services are very similar, it is imperative to realise that every aspect of your business can impact on your customer’s experience, not just those which are face to face. A company can provide a comprehensive range of services for its customers. Unless you have a product or a service where you have the monopoly market, you need to be able to offer that “something” extra to distinguish yourself from the competition. A customer centric strategy can be the solution.
Many seek to provide exceptional customer service but few actually, constantly deliver it, it doesn’t just happen. It is the result of an intentional effort on the part of a company’s owner and its staff to provide a second to none service where every customer feels important and valued. Research has shown that the majority of customers stop doing business with a company due to the attitude or indifference of its employees towards them. So, how exactly can you ensure that you’re providing excellent customer service every single time?
Treat your customer as a person, not a number.
As welcoming as it is to gain new customers, make sure you have a solid customer retention strategy in place. Part of this can be as simple as acknowledging they have purchased from you before. You may not remember their name, nor what they bought, but acknowledging that they have done business with you previously goes a long way towards making them feel valued and appreciated.
Find out the needs of your customer
For a customer facing employee, a major part of the job is determining the requirements of your customer so that they make the most appropriate and relevant purchase for them. Any single purchase can be a major investment. Take the time to ascertain the exact specifications of what your customer is looking for so they can be confident and content with their subsequent purchase. Make a commitment to always learn what your customers want and they will come back time and time again.
Make it easy for your customers to buy from you
Be the company where customers find the staff accessible when they need them. Make it easy for your customers to contact you, provide them with a point of contact at all times so they can contact the company easily with any questions or concerns they may have. In today’s world of automated switchboards, people like being able to speak to an actual person. Provide an efficient and hassle free experience each and every time with easy to use processes. Exhibit professionalism, efficiency and politeness at all times. Commit to consistently high levels of customer service and your company will become renowned for its customer focused service.
Exceed the customer’s expectations each and every time
Providing not just good service, but memorable service is a key component of an effective retention strategy. Today, consumers’ expectations are higher than ever and if you fail to deliver, you risk losing your customer. If you say you’re going to do something, make sure you do it, even if it is a simple phone call. One of the quickest ways to lose your customer’s confidence is by not following-though or late delivering a service or product without advance notification. If a delay is unavoidable, try and provide an interim solution for the customer.
Have empathy for your customer
It is vital to place yourself in the shoes of the customer, especially when a difficult situation may arise. So when you have an agitated customer in front of you, understand that they are not having a go at you but may have a pressing need to make their purchase or be under some other indirect pressure. When you see that it is the situation affecting their behaviour rather than their personality, it is easier to work towards a resolution.
Acknowledge and admit if you have made a mistake
If you make a mistake, admit it and concentrate on setting it right straight away. When a customer has a complaint, they want their complaint to be heard, so really listen, not just hear, apologise and tell them the corrective action you will take. For many customers, the fact that you are willing to listen and rectify the error immediately, will go a long way to diffuse the situation and reach a satisfactory solution. What may have started off as a bad experience can be turned into a positive one that a customer will recount to others with a positive spin.
Listen to your customers
Ask your customers for their thoughts on your service. Gain feedback on what they like and don’t like. Conduct surveys and questionnaires and act on the information that you gather. Let your customers know that their opinions are important to you and by listening to them, you can make valuable improvements that will benefit both you and your customers. Keep doing this regularly so that you can ensure that you are remaining up to date with the changing needs of your customers at all times.
Implement an excellent customer service culture
Set customer service standards, define what they are and what they mean to your company. A way of communicating your service to your customer is via a Customer Charter. The Charter underpins your commitment to the ongoing provision of excellent customer service. Formulate a customer care vision. Agree a statement of intent and service guarantees. Review processes, set targets and design ways of measuring performance. Define key employee behaviours and embed the Charter into the culture of your organisation.
Train your staff
Equip your staff with the right skills and behaviours to deliver your customer centric approach and the investment made in them will repay itself tenfold. Keep identifying your customers and their needs, and ensure you make the necessary changes to go above and beyond their expectations of excellent customer service continually and consistently. Retained customers mean repeat business and increased revenue. Ensure your staff understand the importance their front-line roles play with your customers’ satisfaction and become known as a business that takes a genuine interest in its customers.
About Toojays
Toojays Training & HR Consultancy Ltd was established in 2003 by owner and MD Lee Martin. Based in Peterborough, the company delivers Leadership, Management and Team Development solutions to a range of international clients.
Focusing on practical, value adding, experiential learning, Toojays has assisted many large and small organisations with business development interventions. These have produced tangible ROI for all concerned and led to Toojays being an acclaimed and award-winning supplier of development initiatives.
About the Author
An experienced learning and development professional and senior manager, with over 20+ years international experience in HR & L&D. Brings a commercial focus to organisations L&D, ensuring tangible ROI through experiential, practical training interventions.
To find out how you can benefit from their services, please visit www.toojays.co.uk or contact Toojays direct on 01733 367210 or by email on info@toojays.co.uk.
Waiters/Waitresses: What is a good tip amount to give?
Do you expect the 10% breakfast, 15% lunch, and 20% dinner tip? Or do you expect less and hope for more? Expect more?
I’d like to know what you think when it comes to tips. I’m a loyal 20% tipper, no matter what the meal, and give more when the service exceeds my expectations. But I’m curious what you expect.
One other thing: do you like when customers leave little notes on the receipt or napkin? Curious to know…
Sorry…it just dawned on me this question is probably over-asked on this thing. I’m new to Y!A and have always wondered if waiters/waitresses get usually get 20%, or if they usually get less. I’d hate to leave a great waiter/waitress a tip and have them think it was lousy. They work too hard for that.
I basically agree with much of what was said here (so the purpose of my post, then, is to validate other’s responses so you know you’re getting the right info!).
I served all throughout my undergrad, and as a result I’m a pretty generous tipper – usually at least 20%. If the service was outstanding, I round up. If the service was poor, I usually still give 20%, because its difficult to tell when a server is totally weeded (overbooked with tables and totally swamped) or when they’ve had a crap day or if the cooks are running slow, etc.
The one thing no one’s said is that as a waiter, I also have no mercy when someone is being plain rude to me. If get REALLY bad service – I mean, REALLY bad – I will indeed tip miserably. I’d never stiff anyone, but I know exactly how easy and exactly how hard it is to do the job. When someone behaves really unacceptably, I let ‘em know, tip-wise.
One more suggestion for outstanding service – if it’s not too horribly busy, instead of a note, ask to speak to the manager! I’ve done that before. When they get to the table, just say that you wanted to tell him personally how Waitress Sue (or whoever) really made the night special for your party, how she was friendly and efficient and made you want to return to their restaurant!! That’s almost as good as a huge tip. Almost.
Hope these answers help! And don’t worry about re-asking. We don’t mind re-answering. =)
Exceeding Customers Expectations Video 6: Service First Video Library
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