Guest Blog: 10 Steps to Great Customer Service

This week on our Friends on Friday guest blog post, my colleague Jerry LePre gives us 10 great ways to provide amazing customer service.  These are terrific reminders that anyone can use.  - Shep Hyken 

Make a big splash with the Wow Factor.

You only have one first impression so make it a lasting one. Give it your best and make it count with a big splash. This is the Wow Factor that separates you, your organization, and your service from the rest of the pack. Your Wow is the quality that makes you different and special. The Wow Factor starts with the first contact and continues with each future connection. Everyone from the receptionist to the CEO keeps the Wow Factor going.

Get personal.

By this statement I don’t mean to get too chummy with customers. The service relationship must always be professional. However, great service is personalized. So get personal and tailor service to the fit the customers’ unique needs. Never use a cookie cutter approach. Customers know a canned speech when they hear one.

Getting personal also involves face-to-face contact with customers. Although digital responses like emails and texting along with phone conversations are great for instant contact, looking someone in the eye has the most value for building long-term service relationships.

  Do unto others…

Treat customers like you would like to be treated. Put yourself in their places. Use empathy to understand the customers’ perspectives. This helps you understand what needs to be done and how quickly it needs to be done.

Resolve issues.

The most important aspect of great service is resolving issues by getting to the heart of the problem. This awareness determines acceptable solutions with an effective and timely action plan. 

Make it happen.

It is one thing to make promises to customers that sound good; it is another to make promises that work. Service is all about tangible results. Make your promises happen by making sure they get done.

Keep it positive.

Great service sets the tone. Even in a hostile situation, a positive and caring tone of voice can often defuse anger. Sometimes customers have to vent, but keep in mind, their primary objective remains finding prompt resolutions to their problems. No matter how intense a customer becomes, keep cool. Never respond with anger or a harsh tone of voice. Cool heads will prevail.

Be proactive.

Great service means anticipating the future needs and concerns of customers. This includes keeping customers informed of any changes that could affect them while offering proactive solutions. Proactive planning serves to keep customers prepared for the future. It solidifies and increases retention.

Go the extra step.

Don’t do things just to get them done. Invest the time to do your best work and keep it on schedule. Customers appreciate and value the extra effort. Going the extra step makes customers feel special. It will not go unnoticed.

Create value.

Offer customers an unexpected bonus. To perpetuate relationships and enhance retention, give customers added value. This can be an additional service or product that has a small cost to you but will mean a lot to them.

Keep in touch.

Your communication with customers should be ongoing. This keeps you abreast of changes and shows you care. It also strengthens relationships by keeping you informed and connected.

C. Gerard “Jerry” LePre is an author, speaker, V.A.L.U.E. Coach and Consultant.  His latest book is Smell the Popcorn – 12 Life Changing Secrets to Pop to the Top.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com

 

 

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