10 Simple Steps to a Quality Customer Experience
1. Asking questions is key to serving your customers
Your customers have a lot to say. Asking them questions is a great way to learn about their likes, dislikes, and pain points. By listening to your customers, you can better understand what they want and how to meet those needs.
2. Give each customer that "one customer" feel
How would you treat a customer if they were your only customer? You would probably make a major effort to ensure that those interactions are positive and genuine. Making small talk, taking time to understand them as individuals, and learning how they use your products and services will go a long way toward providing a personalized customer experience.
3. Answer requests with "I'm here to help"
Many people don't like asking questions, out of shyness or a fear of sounding uninformed. Saying things like "I'm here to help" and "I'm glad you asked that question" will help them feel more comfortable and make it easier to solve their problems.
4. Think "best / better / next" practices
At staff meetings, take a look at the real world challenges you've had helping customers, and pay particular attention to what worked and what could be improved.
5. Hire "nice," train the skills
Don't hire customer service professionals that have the skill set you want but aren't nice people. "Nice" is a skill that should be innate to anyone involved in customer service. You either have it, or you don't. You should hire nice people and train them how to be customer service superstars.
6. Don't be afraid to make the decision
Have the guts to make a decision and help your customers. Work within the guidelines you've been given, but work with the customer and provide them service with their best interests in mind. More often than not, doing so will be in the company's best interests. If you make a mistake, reread #4.
7. Make a difference each and every day
Every single customer interaction matters, so you have to make the most of them. When reviewing a call, ticket, or email exchange, ask yourself, "Did I really do absolutely everything I could?" Striving to be the best you can be with every single customer interaction will go a long way toward setting yourself apart as a truly customer-centric organization.
8. Be the positive aspect in every project
Your positive interactions with customers will make you and your company the bright spot in the process, and perhaps, their day.
9. Empower your teams
Give your staff the autonomy and ability to make decisions based on good judgement. Studies show that employees rise to the expectations set by leadership when they have the liberty to act as if they own the business. When they work in the best interest of the customer, they'll also be working in the best interest of your business.
10. Focus on the INSIDE, then the OUTSIDE
Only by creating an amazing customer centered environment for your employees can you expect a differentiating customer experience on the outside. When you've created an atmosphere where your staff feels confident in the roles that they play in your business, the staff feels empowered and engaged with leadership, and they know what to expect on a consistent basis from your company, everything they do benefits the customer in the same way.
Learn more about Kristina Evey and her work at www.kristinaevey.com