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Casual Articles - Awesome Customer Service Requires a Three Pronged Attack
Some people have always known what their dream career is but some haven’t quite worked it out. Dissatisfaction with your career cannot always be fixed with a promotion or a pay rise. Sometimes we actually don’t ‘fit’ our chosen occupation. Perhaps you’ve always wanted to be a landscaper but have wound up as an accountant. Perhaps you would love to be a nanny, but found yourself working as a receptionist. There’s that saying about the square peg and the round hole. No matter how nice you make the round hole appear, it’s still round and you’re still square…not literally.By taking some time to answer the following questions, you may start to see a picture form around a particular theme that may turn out to be
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome
What's a busy retail merchant to do when it needs extra working capital?"Oh, NO!!! - Not the gauntlet," you think – taking your valuable time (and patience) to deal with the "paperwork" required by traditional sources!Correct! You got it! Not the Guantlet! And let me tell you why!Today -- there is a better, easier, more reliable, convenient and FAST way to obtain lines of business credit for merchants!"HOW?" you say; tell me more!Okay, I will -- since it is my goal to help educate small business owners as to all the alternative financial tools available to them today that were not previously available – that's just what I intend to do. So, listen up because this is exciting s
Having stated that, some businesses still seem to excel in customer service and get rave reviews from consumers, surely they have a different strategy.
Internal Customers Remain The Same
It is my view that everyone joins a business team to do their best. It is the culture of the business that affects their performance level. There is an African saying “the boss casts a long shadow” and this is especially true when it comes to the standard of customer service we experience in businesses. Every one wants to excel at customer service, but starts from a different point and performs to the cultural expectation levels of the business.
The consumer experiences customer service based, in my view, on the different levels:
Level One: Synthetic Service
Level Two: Genuine Service
Level Three: Super Service
It is the understanding of the team and the implementation process that make the difference.
Synthetic Customer Service
This is based on all team members being trained to provide a ‘customer service’ act. They are given a script, told to remember their lines and to repeat the same process with every customer.
This approach is common in the fast food industry and is often criticized by many business people, due to its artificial approach. But, in my opinion, it does have a role. Not every one has the experience and attitude to provide customer service at level two or three.
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome.
What’s Your Brand?A brand is a product/company personality that helps distinguish it from the competition. It evolves out of the product essence. So, what’s yours? Quality? Service? Price? Whatever it is it’s something your marketing must reinforce across all communication channels, from business card to TV spot. Even your office space. You can’t brand yourself as a cutting-edge ad agency if your office looks like a law firm. It also shouldn’t try to be all things to all people. "The best, cheapest, easiest, most fun" is not a clear brand. Above all, your brand must be truthful.What’s in a Name?For a start-up or a new product, don’t underestimate the value of a good name. Because
Internal Customers Remain The Same
It is my view that everyone joins a business team to do their best. It is the culture of the business that affects their performance level. There is an African saying “the boss casts a long shadow” and this is especially true when it comes to the standard of customer service we experience in businesses. Every one wants to excel at customer service, but starts from a different point and performs to the cultural expectation levels of the business.
The consumer experiences customer service based, in my view, on the different levels:
Level One: Synthetic Service
Level Two: Genuine Service
Level Three: Super Service
It is the understanding of the team and the implementation process that make the difference.
Synthetic Customer Service
This is based on all team members being trained to provide a ‘customer service’ act. They are given a script, told to remember their lines and to repeat the same process with every customer.
This approach is common in the fast food industry and is often criticized by many business people, due to its artificial approach. But, in my opinion, it does have a role. Not every one has the experience and attitude to provide customer service at level two or three.
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome
A logo is essentially a visual brand identity of a company. The origins of logos can be traced to the 19th century, when industries added a symbol to represent their companies and to help customers easily identify their products. The trend caught on, and today corporations, services, products, agencies, universities, and colleges all have a specially designed identifying emblem or logo.The idea probably stemmed from royal courts and the nobility, who for centuries had specific coats of arms emblazoned across everything they owned, from saddles to stables, to farms, castles, manors, furniture, jewelry, and dinnerware.Since the logo represents a distinct identity, it must have the essential elements of
The consumer experiences customer service based, in my view, on the different levels:
Level One: Synthetic Service
Level Two: Genuine Service
Level Three: Super Service
It is the understanding of the team and the implementation process that make the difference.
Synthetic Customer Service
This is based on all team members being trained to provide a ‘customer service’ act. They are given a script, told to remember their lines and to repeat the same process with every customer.
This approach is common in the fast food industry and is often criticized by many business people, due to its artificial approach. But, in my opinion, it does have a role. Not every one has the experience and attitude to provide customer service at level two or three.
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome
Complaining about businesses, products, and employees is nothing new, but ComplaintService.com has made it that much easier.The service is celebrating two milestones this month. First, the site will be celebrating its 2,500th complaint submission, and secondly the site will be celebrating its first anniversary later in the month with a free promotion for registering for their forum.ComplaintService.com strives to be the easiest complaint forum available on the Internet. Unlike other similar services you do not have to create an account to submit a complaint, simply enter the name of what it is you’re complaining about and what your gripe is. There is no limit to the length of your complaint, an
Synthetic Customer Service
This is based on all team members being trained to provide a ‘customer service’ act. They are given a script, told to remember their lines and to repeat the same process with every customer.
This approach is common in the fast food industry and is often criticized by many business people, due to its artificial approach. But, in my opinion, it does have a role. Not every one has the experience and attitude to provide customer service at level two or three.
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome
As gas prices continue to skyrocket, more and more people are beginning to look at their work at home options. Many people who have never considered the non-traditional workplace are taking it more seriously.Work at home used to be one of those phrases that often met with that look. You know, that disapproving look that your mother gave you when you said you wanted to take a break from school to “find yourself” or that the dent was in the car before you took it. Most people envisioned a career from home to be sitting on your couch stuffing envelopes or being on the phone all day selling magazine subscriptions. People did not consider at home jobs as “real jobs.”Those traditional work at home jobs sti
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome. They therefore ensure they have a rigorous training programme to make sure all team members are trained and skilled at least in level one customer service.
Genuine Customer Service
This should be mainstream customer service. It is based on employing a team member with personality and then giving them confidence by providing product knowledge and skills training in selling.
Genuine customer service today is often labeled Customer Relations Management. It requires team members to open conversations using “open questions". They then rely on their listening skills and product knowledge to build a relationship and foster loyalty with the customer.
Genuine customer service has to be sincere and has to provide solutions for consumers. Therefore the sales person has to think for the customer and to think through their customer’s needs and wants. This approach ensures the consumer trusts the salesperson. This is based on the sales person selling themselves prior to selling a product, service or business brand.
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided by your top performers. Super Customer Service occurs when the customer perceives they are receiving service that is above and beyo
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