Customers want things to move more quickly and have better quality, but they still want to connect with an actual person when they call your company. Do the rules of yesteryear like using customers’ names, remembering something about each customer, and making them feel special still apply today? We think they do.
With so many companies offering similar products, you have to set yourself apart. Even though technology has made so many things easier in our society, people still like talking to people. Customers love and will rave about great performance, not only to their colleagues, but across social media networks as well.
With so many companies offering similar products, you have to set yourself apart. Even though technology has made so many things easier in our society, people still like talking to people. Customers love and will rave about great performance, not only to their colleagues, but across social media networks as well.
Consequently, even in a tech-driven world, making that personal connection has far-reaching benefits. Each of us has the power to reach a much broader audience than we could a few years ago, and that audience has innumerable outlets to make its experiences with us known.
Your front line employees play a critical role in how your customers connect with you. It is very important to empower these folks. Make sure they understand how valuable top-notch customer service is to your customers. Quality in customer service is as important as it is in your product or service. Don’t be afraid to direct customers to your online ordering systems, websites and social media sites, but always make sure there is a person available behind the technology. Empower the front line to make things right when they go wrong. Teach them the power of “yes”.
Your front line employees play a critical role in how your customers connect with you. It is very important to empower these folks. Make sure they understand how valuable top-notch customer service is to your customers. Quality in customer service is as important as it is in your product or service. Don’t be afraid to direct customers to your online ordering systems, websites and social media sites, but always make sure there is a person available behind the technology. Empower the front line to make things right when they go wrong. Teach them the power of “yes”.
Can you imagine what a powerhouse your company could be if you coupled these customer service rules with an awesome product and speedy turnaround times?
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