Saturday

How can you be a Customer Service 'Superhero'?

When it comes down to an individual delivering a great service to their customers, what is it that they need to be doing and thinking about? What would customers say great customer service means to them?

New Chapter Learning have a theme called The Four A’s. They believe that all customer service skills can be distilled down to the principles of: 

·         Appearance
·         Attention,
·         Attitude and
·         Accuracy. 

Why these four in particular?

When they looked at the basic behaviours that are present in those who create great customer experiences, the things that matter are the ones that customers will notice and complain about if they are not done correctly.  A customer will notice if you are smartly dressed, smiling and provide a warm welcome.  This still applies to non-customer facing situations as a smile and warmth can be perceived in the conversation that happens on the phone, or even through the written word. A customer knows when you are paying attention to them and wants to know that you have listened.  Attitudes matter as they underpin the way a customer is treated and having the right attitude to the role is key.  Finally, accuracy is important to ensure not only that the customer gets what they expected, but it also reduces the number of complaints, which can hurt a company’s brand.

So what can you do to embrace these characteristics and deliver great customer service?

Consider some of the following tips for how to become a customer service superhero and think about ways that you can implement these strategies in your daily life.

Appearance

·         Create a great first impression
·         Be conscious of your body language, even when you’re speaking to a customer over the phone.
·         Have an energetic tone of voice
·         Use positive words and language.

Attention

·         Really listen to every word your customer says to you.
·         Give your customer your undivided attention
·         Manage any distractions, including colleague interruptions
·         Show that you have heard and understood what your customer has said to you
·         Maintain eye contact or when you’re speaking to your customer on the phone use verbal nods so they know you’re listening and paying attention to them.
·         Ask questions to make sure you understand exactly what your customer needs and that you’ve understood them correctly. Once you know what they want you will then be able to help them in the most appropriate way.

Attitude

·         Have a can do attitude and translate that attitude into what you say and do
·         Take personal responsibility and create confidence in your customers
·         Be mentally prepared
·         Take pride in your work
·         Make sure your customer leaves you with a good feeling and a smile on their face.

Accuracy

·         Get to know your products, services and processes and exactly how they work for your customer’s needs.
·         Double check and make sure that everything is as it should be
·         Take the time to get things right
·         Make sure you’re always up to date with the latest information about your role and your business
·         If you make a mistake, put it right and always learns from it

New Chapter Learning believe that everyone working in a customer service role can become a customer service superhero to their customer. By adopting these behaviours, these superheroes will remain ordinary on the outside but what they will do for their customers will be extraordinary.  


New Chapter Learning Ltd are a Customer Experience and Training Consultancy that wants to give customers a reason to love you. They specialise in Customer Service Strategy and Training, Leadership Development, Induction Programmes and Bespoke Training Course Design.

9 comments :

  1. This is packed with some great Info. thanks for sharing :)

    ReplyDelete
  2. Being able to be a great customer service professional is very important.

    ReplyDelete
  3. By giving good services and good response to the Customers, a business owner can be a Customer service superhero; and many business owners are using 1300 and 1800 numbers in Australia for that.

    ReplyDelete
    Replies
    1. Exactly Alex it's about appreciating and communicating with your customers. Also thanks for sharing your link.

      Delete
  4. Well said.... :)
    this is a fact that a good customer service can increase your business more than your expectation..
    and such a good article you shared...

    Handbag Insurance

    ReplyDelete
  5. Thanks David, you can get more from these authors @ http://newchapterlearning.wordpress.com

    ReplyDelete
  6. Attitude is very an important factor for me when giving a customer service cause if you don't have a good attitude you will surely get annoyed and can't give the proper way of customer care.

    ReplyDelete
    Replies
    1. Good point Contact Center. We see now, more that ever employers are hiring ppl with good, uplifting attitudes. It's now just as important as academic qualifications. Thanks for sharing :)

      Delete
  7. For me, giving the personal attention is the key to good customer service. All of these were playing a big part in quality customer service but attitude is the most important thing (for me). Also I want to share this article about Collaborative Customer Service. It is too, a good post just like this.

    ReplyDelete

Search