Creating a Customer Service Philosophy
Nowadays customer service is one of the most important things in business. And the most valuable thing for your business is to provide excellent customer service.
Companies either attempt to establish rules for every situation, or they empower their employees to make the right decisions. By implementing a philosophy that puts the customer first, you’ll empower your team to do their best work and keep your customers in the first place. So, if you strive to empower your employees, customer service philosophy is indispensable.
🚀 Download our free eBook: Create a Chatbot That Delivers
What is Customer Service?
As Investopedia says: “Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of in-person interaction, a phone call, self-service systems, or by other means.”
Other words, it is the act of taking care of the customer’s needs by providing a professional, efficient, and high-quality service. Offering high-quality customer service is important if you want to retain customers and grow your business. So, it is a kind of job where you need to put your concentration at its finest and have patience.
What is Customer Service Philosophy?
According to G2 Crowd: “A customer service philosophy is when customer service teams develop a strategy on how they handle service and support issues, guided by a brand’s guiding principals and company values.”
Every team needs guiding principles that will ensure their goals will be reached in the best possible way, and that the customer’s need will be satisfied. By developing a strong customer service philosophy, you are empowering your team – which is one of the most important things to do. They will not only focus on goal but even more, understand the approach they will take to achieve that goal. So, when team members find themselves in a situation that was unpredictable, it will be easier to solve it based on the customer service philosophy guide.
Picture 1. Customer service is all about teamwork
5 Customer Philosophies That Help Provide Excellent Customer Service
Before creating a customer service philosophy, you should ask yourself a few questions first. Such as what is the purpose of your company and how big is the importance of customer service in your company? Then you can start with your guide based on answers. Here are some of the things you should look up before you set your company’s philosophy.
Put your customer needs first
What customers mostly want is high-quality customer service and that is the least you can offer them. The survey indicated that 68% of customers would pay more to the company that provides great service. So put your resources into training your agents. An educated one with great skills can mean the difference between losing or retaining a customer.
Besides great customer service, a customer often wants a fast response to their questions or complaints. So, make sure that your team is available to respond on any channel at any time. if you can deliver both great service and speed, you have a winning combination.
Put yourself in your customers’ shoes
You’ve all probably been in a situation where you’ve been treated badly. So, try to put yourself in someone else’s skin, especially in tough situations. Would you like someone offers you a bad customer service? No? Then try to understand them. 75% of respondents said that they were not likely to do business with the organization again if they felt disrespected by an employee or the organization. And you do not want that for your business. By showing empathy and understanding you show your customers you care, and that’s what is important.
Respect your customers
You don’t have to be a customer service expert to know that respect is an important part of customer service. So, give the customers the respect they want and deserve. Even if they are wrong. If you can respect them at times your company benefits from them, you can also respect them when they are wrong by providing them with proper information and greatest customer service you can. It is important to listen to everything they have to say because they will start feeling appreciated.
Be honest with your customers
What customers appreciate most is the truth. If you aren’t sure how to fix a problem at this moment, it’s okay to let the customer know you will get in touch with them after collecting all the information needed to fix the problem. By keeping in touch with them and informing them, you will earn your customers’ respect and commitment.
Don’t forget about reputation
The best way of earning more reputation are recommendations. People now trust more to words they’ve heard from their friends or colleagues. It can be good or bad, depending is the feedback positive or negative. And if the feedback is negative, we’ve all heard that negative words spread 3x faster then positive. So, for every customer you make happy, think about the potential for referral marketing you’ve created – which could lead to even more happy customers.
Relevant: 10 Rules How to Boost Customer Service
Examples of Great Customer Service Philosophies
Apple trains its employees to follow five steps of service they’ve adapted. These steps will help anyone in any industry (retail or service) enhance customer experience. So, you can either follow those steps or create your own.
Apple created the acronym APPLE for its customer service philosophy:
- Approach customers with a personalized, warm welcome.
- Probe politely to understand all the customer’s needs.
- Present a solution for the customer to take home today.
- Listen for and resolve any issues or concerns.
End with a fond farewell and an invitation to return.
Disney’s customer service philosophy is truly an inspiration for every leader. Disney is known as one of the most famous that provide excellent customer service. They made it look so simple – because their number 1 goal is focusing on the customer. But it wasn’t easy, and it is all the result of a carefully constructed plan that is strictly followed.
Disney doesn’t simply want to provide good customer service in certain places of the business; they want to provide excellent customer service in all areas. They offer a high-quality service and a guest experience that helps them to connect emotionally with a customer, which is far more better than any price paid. The company even has an institute dedicated to customer service, where other companies send their service professionals to be trained in their secrets.
And in all that process, Walt understood that a great team is the success of his business, by saying: “Of all the things I’ve done, the most vital is coordinating those who work with me and aiming their efforts at a certain goal.”
“Zappos is a customer service company that just happens to sell shoes.” -Tony Hsieh, CEO
Zappos, the online shoe retailer, is also known for its great customer service and unique company culture. Their focus on company culture is the reason why they are so successful. From just a “shoe store” they’ve grown into an eCommerce giant by delivering excellent customer experience.
Company’s philosophy, explained by Hsieh goes: “Our philosophy is delivering happiness to customers and employees. People may not remember exactly what you did or what you said, but they always remember how you made them feel.”
So, it is obvious that his unique company culture nurtures its customers and employees. A culture that motivates its employees to provide the best customer service in the industry. That is an example everyone should follow.
Customer satisfaction is a business goal for every brand and a key to success. Yes, it is difficult to maintain customers and keep them happy and satisfied with the services or products you provide. That’s why you should follow these 5 philosophies and great examples!
Create a chatbot that delivers
More from our blog
Find out what virtual reality jobs are there on the market in 2019 and everything you need to know to apply for them!
Improve your customer support with 8 email templates for customer support agents.