How to Achieve Service Excellence?
⏱ Reading Time: 8 minutes
The United States and the majority of nations around the world are a consumer culture. This means that there are thousands of businesses selling a wide range of products and services to millions of people.
With such competition in the marketplace, having great products and services is not enough to earn loyalty and get referrals from customers. Organizations must set themselves apart from their major competitors. And there is no other great way to do this apart from providing excellent service to customers.
Customer service can be defined as the organization’s ability to meet the customers’ wants and needs or to meet or surpass their expectations. In essence, customer experience is much more than just purchasing a product or service.
Organizations should focus on satisfying their customers and making them feel great about themselves. This is one of the keys to customer loyalty, return business, and word of mouth advertising that happy customers will be willing to provide.
Think of great customer service as a recipe with the most essential ingredient being meaningful relationships between customers and businesses. This helps organizations achieve their main objective, which is retaining old customers and attracting others.
Organizations can contact their clients through different channels such as websites, face-to-face interactions, telephones, and online chats to name a few. The channel that customers use to initiate contact doesn’t matter so long as they have a pleasant experience.
This short guide is going to help you learn the specifics of customer service so that you can achieve your long-term goals and objectives. We are going to discuss different aspects of service such as how to handle customers, train your team, and promote loyalty.
Why Customer Service Matters
According to My assignment writing, customer service is closely linked to the personality of your employees. Service excellence is something that can be achieved through the application of people, technology, and processes. Customer service will be as good as how you hire and train your staff and the technological tools that your team uses to do their jobs.
When you make the right hiring decisions and invest in the right tools, your customers will feel like all their needs are being met regardless of the person attending them. Businesses that focus on achieving customer service don’t have to rely on special offers to retain their customers. When they treat their clients with respect and dignity, they’ll always have a steady stream of happy customers even when they are facing problems.
A study conducted by the American Express Service Barometer found out that an average of 62 percent of people believe that organizations meet the expectations of their customers. However, the top brands usually aim at 95 percent plus satisfaction rates.
Word of mouth is a great asset that can save you a lot of time and energy. However, it needs to be managed to avoid situations where you have negative feedback affecting your organization. Some of the benefits of service excellence include:
- Brand recognition
- Good reputation
- Loyal customer base
- Customer trust
- Less stress on employees, system, and customers
Since it’s fourteen times easier to sell a product or service to an existing customer than a new one, it will pay off in spades to build good relationships and connections with your existing customers through excellent service delivery.
Picture 1. Customer service excellence has numerous benefits
Where Do You Start?
To achieve service excellence, you’ll need to have a clear picture of what makes up good service in the first place. Here are a few goals that you can set to ensure that you have a sound basis for a positive service experience:
1. Identify the Needs of Your Customers
To provide an excellent experience for your customers, you need to listen to them. You and your team cannot meet the needs of your customers if you don’t know how to ask and listen attentively. Customers will contact you for different reasons. Therefore, it is important to listen to and understand the problem first before jumping to the solutions. To improve customer experience, you have to use your ears more than your mouth.
2. Meeting and Exceeding Customer Needs
Don’t just offer a single solution and forget about the customer. Do your research and find out how you can meet and exceed their expectations. Keep in mind that you are the expert in this field and customers are contacting you to solve their problems and meet their needs. If you exceed these needs, your customers will be satisfied.
3. Address Issues that Arise Successfully
When a customer is facing a problem, the best way to approach it is by doing your best to resolve the issue and satisfy them. According to nursing essay writing service, you should avoid sidestepping it if you want to achieve excellent service delivery. The problem could be the product, mode of payment, or budget.
4. Form an After-sale Relationship
Staying in contact after the sale with your customers communicates that they are special to you. Such types of relationships lead to more referrals and a growing base of loyal customers.
5. Avoid Bad Customer Service
Without training and supervision on good customer service practices, employees can make your organization lose more in the long run. They can frustrate your customers and destroy your reputation. It can also lead to a decline in employee morale and contribute to a poor working environment.
You can avoid the effects of bad customer service by following the tips that we are about to discuss. Good customer service will not only reward your customers but also your business in the long run. When your customers are happy, your employees will also be happy.
Six Steps to Service Excellence
Here are some simple ways that you can use to achieve service excellence:
1. Focus on Creating a Customer-centric Culture
Service excellence starts with incorporating a customer-centric culture in the organization. If you want to excel in this area, you need to ensure that all your employees give priority to customers and their needs. Even the departments that don’t deal directly with customers should know that the business is focused on delivering exceptional services to customers. You need to make your business policies and processes friendly, train your employees, and competently address issues. All managers and supervisors should prioritize customer service.
Picture 2. Focus on customer centricity
2. Don’t Take Customers for Granted
You should never ignore a customer even if he or she isn’t buying anything from you at the moment. If you want to deliver excellent customer service, don’t take your customers for granted. Remember, every customer plays a critical role in the success of your business. Therefore, whenever a customer walks into the business, treat him or her in a special way. Every customer offers you an opportunity to strengthen your image and attract other potential customers.
3. Show That You are Happy to Serve Your Customers
To deliver exceptional customer service, you need to make your customers feel welcomed and special in your premises. Small gestures such as a genuine smile and listening to them attentively express your eagerness to serve. Be quick to help and serve especially if your customer has concerns about your products or services. Express your appreciation and gratitude before the customer leaves and encourage them to come back soon. Showing your customers that you are delighted and enthusiastic to serve them will improve service delivery.
4. Anticipate Customers’ Needs
Another great way to achieve service excellence is by taking the time to learn about the preferences and needs of your customers. Once you understand what your customers like and personalize them, you’ll not only meet their needs but also accelerate the growth of your business. You can use sign-up forms, feedback surveys, and customer behavior apps to get more information about the needs of your customers and their expectations. You can then invest your time and energy in modifying your products or services according to the needs of your customers.
5. Never Say No to Any Customer
There will be times when customers will expect you to be flexible with your rules and policies. Never say no to a customer who asks you to do something that’s not in your policies. As you handle customer complaints, analyze your procedures, and utilize the available resources to satisfy frustrated and angry customers. For you to deliver customer service excellence, be ready to make what seems impossible happen to your customers. Facilitating customers and offering alternative options to their complaints or issues will make it easier for you to achieve your goals and objectives in the long run.
Picture 3. Be flexible as much as you can
6. Buying Decisions and Emotions
According to Paul Ekman, an American psychologist, there are six emotions that every human being has namely disgust, anger, happiness, fear, surprise, and sadness. These emotions play a critical role in determining the decisions that people make every day.
If your staff evoke emotions of surprise and happiness, your customers will have a great experience and advertise your organization via word of mouth. Such experiences will lead to repeat business and a growing base of loyal customers. A customer who is specially treated will be naturally happy. Employees can draw surprise by offering unexpected rewards such as free products or a discount.
On the other hand, poor customer service can elicit sadness, disgust, and anger which will eventually lead to a negative experience. A negative experience will reduce the number of repeat business and negative word of mouth advertising in the community. This will not only reduce your revenues but also your chances of succeeding in the future. Therefore, it’s always important to make your customers feel happy and special.
As you have seen, achieving service excellence is not difficult at all. You need to be committed to achieving this goal by making the right hiring decisions, training your staff, and ensuring that everyone is focused on the customer. When your customers are happy, everyone in the business will be happy.
John Peterson is a journalist and writer at essay writers uk with 4 years’ experience working in London magazine “Shop&buy”. He is a professional mini-tennis player and he has written a novel “His heart”.
More from our blog
Sales prospecting is the process of identifying potential customers to reach out to generate new business. Here’s what you need to know about it.
Software asset management enables businesses to have a better view over their software licences. Here’s everything you need to know about it.