Delivering The Ultimate Customer Experience

Delivering the Ultimate Customer Experience

Superior customer service enhances any product and it makes an

excellent one unbeatable.

What Customers Want You to Do.

Number 1: Listen

• In order to understand your customer you must listen. No customer (no matter what product or industry) is the same. They all need or want individual care. You can’t do that unless you understand your customer. You can’t understand your customer without listening to what they have to say.

Number 2: Respond

• After you understand what your customer needs or wants, tell them what you will do for them. Sometimes it’s how you’ll do it, sometimes it’s when you’ll do it, and sometimes it’s where you’ll do it but it’s always necessary to show them you have listened and how you will fill their requests.

Number 3: Do

• This is a simple step; do what you said you’ll do; return their call, ship out their parts, meet them, just do what you said you would do. It’s OK to say, “I don’t know, let me find that answer and I’ll call you back.” Before the end of the day, call them back. Even if you don’t have an answer for them, tell them you’re still working on it. At least the customer knows they aren’t forgotten.

A Concept of Customer ServiceListening to Your Customer

• The customer is the foundation of your business, providing an ultimate customer experience or providing superior customer service protects that foundation.

WHAT YOU WILL HEAR WHEN YOU LISTEN.

The basic four things a customer wants from you, no matter what your product is.

Options

• Customers want an option, something to choose from, a color, a size, a model, even a warranty. If there is only one product from which they have to choose, they will make the best of it, until they have another choice and then they will try it. An aspect of an excellent customer experience is you give your customer the product they want.

Ease of Buying

• Customers want you to make it easy for them to buy your product. Either from a brick and mortar store or internet sites, if you make it difficult to buy, they generally will not. From the sullen sales person or a non-existent one to a web site that is hard to understand, a business should always make it easy to buy.

Quality

• Customers want a good product. They want it to look, act, smell, taste or simply do what you said it would do. They will want the characteristics for which they purchased the product for as long as they use it. Their understanding of the product’s life and aim depends on your business’s explanation of that product.

Two-Way Communication• Products do fail and customers know it. No

matter the product or the industry, most customers know everything will not be perfect all the time. If your product fails or if they just have questions, your customer will want to talk to you about it and you want to stop their issue from becoming their problem.

Two Things to Remember1. If you are hearing from your customers, then

listen, even to small complaints or suggestions. If you do not, they will eventually stop talking. Customer complaints are actually a blessing; most do not complain; they just don’t come back. The old saying, No News is Good News, is false when applied to Customer Service. Your relationship with your customer needs preventive maintenance, it needs to be renewed on a continual basis.

2. No effort in providing the ultimate customer experience will succeed unless the “superior customer service” mantra is company-wide from the top down. Customer service can be taught and should be, but if it is not espoused by every officer in the company, creating an ultimate customer experience for your customer will fail.

“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large. “Henry Ford