Have you ever wondered if all of the time, money, and energy you were spending on delivering an exceptional customer experience was just a waste?
I strongly doubt it!
That’s because when it comes to exceptional customer service there are 2 types of businesses.
Those who offer exceptional customer service.
And those who don’t.
Those who offer it KNOW that great service provides an incredible return on investment.
It also increases their market share, grows their business and revenues, and makes doing business a whole lot more satisfying and enjoyable.
Those who don’t offer an exceptional customer service experience on the other hand, well, they either mistakingly believe they already offer good service, or else they don’t fully understand just how much their profits could improve by making it one of their core business principles.
Customer Service Discrepency
The troubling fact with customer service is that 80% of businesses believe they provide superior customer service, but only 8% of customers agree.
How much is bad customer service costing you?
In the US alone, poor customer service accounts for a loss of around $83 Billion a year.
That’s a lot of angry customers.
Good customer service on the other hand builds empires like Zappos, and the Ritz-Carlton.
How To Offer Great Service
Offering great service comes down to a number of different variables but two of the biggest keys are:
1. Attitude
and
2. Knowledge
Attitude
The ability to smile and put on a brave face when things aren’t going your way is what separates the amateurs from the pros.
This may sound harsh but customers don’t care about your problems, and they don’t deserve anything but your best.
There are too many other options for them to choose from and bad experiences leave long lasting impressions that thanks to social media, now spread like wildfire.
A positive attitude is a pre-requisite to exceptional customer service, and while it may sound cheesy, a “can-do attitude” makes customers feel cared for.
Knowledge
Knowledge means knowing both the product or service you’re selling, and knowledge of the customer who you’re selling it to.
In today’s world of instant gratification, over-night shipping, and online price comparisons, brands and companies can differentiate themselves by re-humanizing and using their knowledge and understanding to come up with well thought out and helpful solutions to customer problems.
Customer Un-Service
Have you ever looked through a companies online help page?
You type in what you’re looking for and nothing close comes up?
You reword and type it in again only to be met with another blank….
Frustrating.
But a great opportunity for businesses willing to put in a 24 hour helpline, to leverage Twitter for customer service inquiries, or to fully flesh out common customer issues and concerns.
Bad Customer Service Is Good News
With 80% of businesses believing they offer great customer service and only 8% of customers agreeing, there’s a great opportunity for the rogue business owner to raise the bar, and introduce a new and better way of doing things.
Exceptional customer service isn’t the standard, but it can be for your business.
