Encouraging Good Customer Service

Hi everyone, I promise to be much more consistent this time around. I will be sharing weekly tips on Customer Service to motivate and drive excellent Customer Service delivery

Don’t forget to share your experiences with any customer service agent or service delivery. 

Let’s encourage good Customer Service to wow our customers. Share your experiences with the hashtag #customerexperience #CustomerSupportSecret I will be following you on all platforms. #CustomerIsKing #customerservice

Customer Support secrets - Equal treatment/Not 2

Last week on our discussion about Equal treatment/Not remember i mentioned that there were 2 sides of this topic for me? I appreciate all your kind words and thoughts you shared with me on the various subjects. In last weeks post of Equal treatment/Not 1,   We also established that it is very important to treat all customers with respect and not to judge customers by their looks and how much they can afford for your service or not.Today we are doing to look at the other side of the coin.

The Temperament Factor

I could say a lot about this exact phase. Customers are either angry, frustrated or just need some kind of clarification when they get in touch with you, as a customer service personnel.  I do not think customers should be treated same way. In the sense that each customer reacts differently to submissions. Like i mentioned in Know How To Apologize, some customers do not care for an explanation when things go wrong, all they need is a solution. All customers are different. The line you used for Customer A , may not work for Customer B he may find it offensive or feels he's been ordered. Let your delivery make the difference.

Psychologists have also identified personality traits that are common to all temperaments to a greater or lesser degree: extroversion, agreeability, openness, stability and conscientiousness. When hiring customer service reps, consider their levels of extroversion and agreeability because anyone who deals with sales or customer service must have the ability to get along with other people. Not everyone can handle customers. Stability and conscientiousness relate to performance on the job, such as arriving on time to work and taking care to perform the work they were hired to do. Openness is not necessarily a good trait for a customer service rep because a very open person may talk about extraneous things that should not be part of a customer service conversation. As a customer service rep you need to know what to tell the customer and not what to tell with regards to being open and truthful.

I get confused when some people share with me that they do not like how they were treated as a customer for a service and others say otherwise, and this is me wondering someone actually got a preferential treatment when someone didn't lol. You need to always encourage customers to come forward with problems. Know how to deal with them, treat them seriously, fairly, quickly and of course with respect. Customers will always come back.

Encouraging Customer Loyalty

Most customers are also aware that that some organizations have reasons for treating best customers differently for various reasons;  to enhance their loyalty and because Top customers are more likely to refer additional customers or just because Customer who are given preferential treatment serves as an incentive for regular customers to patronize more.

And please don’t get me wrong here, because ranking customers by their value is indeed a necessary step in setting up a customer-centric marketing program. But while it's necessary, it's not sufficient for long-term success. It isn't likely to generate much customer goodwill or genuine, emotional loyalty, and it will leave you competitively vulnerable to some other company that can better tailor its own offerings to the more finely differentiated needs of your customers.

Equal treatment or not, should only open our minds to the fact that whiles it is very necessary to treat all customers with respect and as a sense of urgency, you will also need to be sensitive in your deliveries to customers to be able to tell what works for one customer and what doesn't for the other.

Looking  forward to your thoughts.

Keep Being Awesome!

Yours Truly,

Ese😘

Customer Support Associate,

DreamOval Limited

Customer Support Secrets - Equal treatment/Not 1

When I finally decided to write on a subject as this, a few things were running through my mind. This topic is 2 sides of a coin but I will stick to one today.  So a friend had shared her experiences with me about how she went into a shop to make some enquiries and she was disgusted by the way the shop attendants looked at her,( literally looked at here from head to toe before addressing her)  and doubted she was capable of buying what she asked for. In her mind, she was thinking "Is it because of the way I am dressed that they think I can't afford this, or its the way I look?" She left the shop and never came back again. The lady had lost a very potential customer.

I know a lot of you can relate to this kind of  treatment from Customer Support personnel, shop attendants, waiters, etc where people give

preferential treatment to people who "look" good, rich or worthy of good customer relations. Should that be the case?

For me, all customers deserve the best treatment that they can get. You need to smile and treat all customers with the best reception. Greet them and ask if they need help even before they begin to speak especially for those you meet face-to-face. Your smile should be welcoming and exceptional. It is very bad to assume what people want or how much they can spend based on how they look. It is very bad to judge by what we see.


Serving Customer is your top priority.

Also, you need to understand that serving customers is your top priority. You need to make sure they are attended to before returning to other tasks. Another friend of mine in my office also shared an experience where she was at the bank to make a deposit, right in front of her, the teller was receiving personal calls and had a divided attention in handling her. He kept asking the same questions over and over again. My friend was wondering if it was because her money was small? lol, This can be very rude, frustrating and disrespectful. Not when you have a customer in front of you waiting to be served. Better still, you can ask the customers permission to pick a personal call if it is very important. The former shouldn't happen :-) when you have a customer, give him or her your topmost attention. It makes them feel important.

Another friend I follow on Instagram shared an experience about sitting at a restaurant for close 2 hours without anyone attending to her. She shared a story and in her own words, "..so I went to sit at xxx for almost 2 hours and nobody came to ask me if I will eat something or not...is it because I don't have dollars? let me take my small cedis away" a lot of us can relate to this too isn't it?

Keep Your Customers Well Informed

Another thing is in order to enhance customer loyalty, it is important to keep your customers well informed about updates of your products and services. In order to avoid some customers feeling left out, try as much as you can to keep customers well informed of your systems and processes. If they don't understand they will get impatient and angry. If you suggest a solution to a customer, just make sure it is a very efficient one. It saves every other person some stress.

Your feedback and comments are always welcome as usual, let's discuss and look for better ways in making customers our priority, treating each and every one of them with respect regardless. I will be coming up with some series on how customers should relate to customer service personnel or what do you think? Let me know your thoughts.

Keep being awesome!

Yours Truly,

Ese

Customer Support Associate

DreamOval Limited