Comments on: Differentiate Your Company with Superior Customer Service http://bestbizpractices.org/2010/02/15/differentiate-your-company-with-superior-customer-service/ Because America runs on small business! Mon, 30 Aug 2010 20:04:07 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: George Armstrong / One Media Place http://bestbizpractices.org/2010/02/15/differentiate-your-company-with-superior-customer-service/comment-page-1/#comment-1113 George Armstrong / One Media Place Fri, 26 Feb 2010 21:43:55 +0000 http://bestbizpractices.org/?p=1428#comment-1113 Great customer service doesn't have to be expensive but it is often the experience that your customers remember more than they recall your product or service. A major New England furniture retailer client once told me that he was happy to invest in nice delivery trucks and professional delivery staff. It is the last touch point we have with our customers and the one they remember most, he told me. One sure way to differentiate is to integrate your customer service plan into your overall brand engagement and marketing strategy. No need for rocket science. A simple thoughtful analysis of your company's character and deliverables will help you set a course for how you want customers to remember you. Center your firm's beliefs and activities around that course and delivering customer service will be a positive proactive experience as opposed to a reactive and defensive one. Closing my purchase of a used car lately I got to the dreaded point where the dealer holds the sales agreement out for your signature and assumptively spews his roster of ridiculous fees and added expenses. He rarely sees the buyer with the gumption to question him, never mind back out, at this stage. What this dealer told me was different, though. He said he was going to pay to have the inspection done, that there were no document fees and he would get my plates changed at the registry the next day at no charge. I expressed my disbelief and he frankly told me that he knows in his price negotiations how far he can go and stands on that. He said he believes his customers think better of him because he doesn't force them to renegotiate at signing. He's right. I do. Great customer service doesn’t have to be expensive but it is often the experience that your customers remember more than they recall your product or service.

A major New England furniture retailer client once told me that he was happy to invest in nice delivery trucks and professional delivery staff. It is the last touch point we have with our customers and the one they remember most, he told me.

One sure way to differentiate is to integrate your customer service plan into your overall brand engagement and marketing strategy. No need for rocket science. A simple thoughtful analysis of your company’s character and deliverables will help you set a course for how you want customers to remember you. Center your firm’s beliefs and activities around that course and delivering customer service will be a positive proactive experience as opposed to a reactive and defensive one.

Closing my purchase of a used car lately I got to the dreaded point where the dealer holds the sales agreement out for your signature and assumptively spews his roster of ridiculous fees and added expenses. He rarely sees the buyer with the gumption to question him, never mind back out, at this stage. What this dealer told me was different, though. He said he was going to pay to have the inspection done, that there were no document fees and he would get my plates changed at the registry the next day at no charge. I expressed my disbelief and he frankly told me that he knows in his price negotiations how far he can go and stands on that. He said he believes his customers think better of him because he doesn’t force them to renegotiate at signing.

He’s right. I do.

]]> By: Gravity Gardener http://bestbizpractices.org/2010/02/15/differentiate-your-company-with-superior-customer-service/comment-page-1/#comment-1110 Gravity Gardener Thu, 25 Feb 2010 02:20:37 +0000 http://bestbizpractices.org/?p=1428#comment-1110 If you are considering a position in user support, you will need to have the following skills: 1. A Great Listener - Customers want you to completely understand their issue with the hope you will be able to assist them in resolving their problems quickly and efficiently. You will gain their respect if you let them completely explain their issue and respond in a positive manner. Take time to listen to their situation before jumping in with your resolution. Ask questions when you feel you have heard the issue and repeat some of their problems to let them know you were listening. 2. Professionalism - Having the ability to speak well and clearly over the phone or in person will be crucial in your interaction with the customer. A customer representative that acts in an un-professional manner will quickly become unwanted and only frustrate them further. You need to be a patient, professional and calming influence when interacting with customers at all times. 3. The Desire to Solve their Problem - User support requires you to have the fundamental sincerity to help others. Once you understand their issues, your desire to resolve them quickly and efficiently will make you the go to guy or gal for future needs. Your credibility and reputation will get you the visibility you need to move on in other areas. Gravity Gardener http://gravitygarden.com/build-customer-loyalty/customer-relationship-jobs.html If you are considering a position in user support, you will need to have the following skills:

1. A Great Listener – Customers want you to completely understand their issue with the hope you will be able to assist them in resolving their problems quickly and efficiently. You will gain their respect if you let them completely explain their issue and respond in a positive manner. Take time to listen to their situation before jumping in with your resolution. Ask questions when you feel you have heard the issue and repeat some of their problems to let them know you were listening.

2. Professionalism – Having the ability to speak well and clearly over the phone or in person will be crucial in your interaction with the customer. A customer representative that acts in an un-professional manner will quickly become unwanted and only frustrate them further. You need to be a patient, professional and calming influence when interacting with customers at all times.

3. The Desire to Solve their Problem – User support requires you to have the fundamental sincerity to help others. Once you understand their issues, your desire to resolve them quickly and efficiently will make you the go to guy or gal for future needs. Your credibility and reputation will get you the visibility you need to move on in other areas.

Gravity Gardener
http://gravitygarden.com/build-customer-loyalty/customer-relationship-jobs.html

]]> By: Danny Overstreet http://bestbizpractices.org/2010/02/15/differentiate-your-company-with-superior-customer-service/comment-page-1/#comment-1104 Danny Overstreet Fri, 19 Feb 2010 13:33:55 +0000 http://bestbizpractices.org/?p=1428#comment-1104 Excellent post, Mike. My motto has always been "Treat the customer as if they're your only customer." There is a very good automated system to create a personal touch. By periodically sending a heartfelt physical card that says "Your business is appreciated" or similar, without self promotion, can differentiate you or your company from alternative providers. Of course, this assumes that all other aspects of your customer service are highly responsive. Excellent post, Mike. My motto has always been “Treat the customer as if they’re your only customer.” There is a very good automated system to create a personal touch. By periodically sending a heartfelt physical card that says “Your business is appreciated” or similar, without self promotion, can differentiate you or your company from alternative providers. Of course, this assumes that all other aspects of your customer service are highly responsive.

]]> By: Mike Clough http://bestbizpractices.org/2010/02/15/differentiate-your-company-with-superior-customer-service/comment-page-1/#comment-1101 Mike Clough Tue, 16 Feb 2010 16:07:42 +0000 http://bestbizpractices.org/?p=1428#comment-1101 Thank you Eric. It is also telling when when you look where companies put their customer service department within the organization. Because CS sometimes deals with billing and collections, many companies put it under the control of the finance department. Some companies put it under the control of the marketing department because of customer retention, image and goodwill. And a few companies, feel it is important enough to give it a seat at the executive table as a stand alone department. This shows me what view they have of the CS functions and how customer friendly this department will be. Thank you Eric. It is also telling when when you look where companies put their customer service department within the organization. Because CS sometimes deals with billing and collections, many companies put it under the control of the finance department. Some companies put it under the control of the marketing department because of customer retention, image and goodwill. And a few companies, feel it is important enough to give it a seat at the executive table as a stand alone department.

This shows me what view they have of the CS functions and how customer friendly this department will be.

]]> By: ERIC MITCHELLETTE http://bestbizpractices.org/2010/02/15/differentiate-your-company-with-superior-customer-service/comment-page-1/#comment-1100 ERIC MITCHELLETTE Tue, 16 Feb 2010 15:53:36 +0000 http://bestbizpractices.org/?p=1428#comment-1100 Hello Mike, it is very unfortunate that companies have eliminated customer service team members during the recesssion. Many consumers feel an underwhelming sense of service now. Hopefully your message will get the attention of key members of management. Hello Mike, it is very unfortunate that companies have eliminated customer service team members during the recesssion. Many consumers feel an underwhelming sense of service now. Hopefully your message will get the attention of key members of management.

]]> By: Girlie | Brochures Printing Online http://bestbizpractices.org/2010/02/15/differentiate-your-company-with-superior-customer-service/comment-page-1/#comment-1098 Girlie | Brochures Printing Online Tue, 16 Feb 2010 08:43:49 +0000 http://bestbizpractices.org/?p=1428#comment-1098 Businesses should treat a customer as if he was the only one they have left. They should offer them excellent services at all times to keep competitors away. Businesses should treat a customer as if he was the only one they have left. They should offer them excellent services at all times to keep competitors away.

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