Great customer service needs to be a given in business these days. So how do you then create a Wow? It starts with consistency. Consistent Customer Service is what you are aiming for. Ever been to a hotel or restaurant and had great customer service only to return and get just good service. How did you feel? It’s the same with your business. As the owner of the business you probably have a good idea of what great customer service looks like and you doubtless sow your team. Until you systemise the process and have a feedback loop to know it’s going well, there’s a chance standards with drop from time to time.
Start with a high level view of the customer journey, in a flow chart. Ask questions about each step of the process. How can we make this better, what are we doing here? This is a good place to do mystery shopping of your competitors. Find out what they are doing and what their service levels are in the same area. You will probably be surprised by the results.
You also need to have feedback fro customers. Not just “We speak with our customers and they tell us when things are going wrong”. But proactive surveying of customers. You can use technology like survey monkey, best is a phone call to the customer. If they hesitantly score you 8 our of 10, ask the question, what could we do better, or what didn’t you like.
The key to this is to find the level you want to be at and consistently stay there. McDonalds do it the best, they’re not the best but they are consistent.
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