It´s a fact: customers who receive stellar service talk. Unfortunately, those who receive disappointing or just plain lousy service do too. I am inspired about this topic after spending-wait for it- ONE HOUR- on hold with a major airline-all to resolve a simple seating issue. Am I crazy for staying on hold so long? Perhaps. Am I persistent? Definitely. Not long ago I recounted another customer service issue with the same airline. On the earlier occasion, when I finally reached an airline agent who could resolve the issue she offered “Ms. Alter, it’s because of our merger. But you shouldn’t have to see our problems.” Did they take their own advice? Absolutely not!
What´s the lesson here? There´s no mystery about it: stellar customer service really does count, now more than ever. Think about it. Our collective marketplace has changed and I’m sure you’ll agree competition for customers is stiff. We´re all busy, and there are definitely plenty of distractions, but our customers shouldn’t be at the mercy of them. What’s the solution? I have one word for you: SEAMLESS. It´s our job to make service to our customers seamless-every day, in every way. Now is the time to concentrate on delivering stellar, high-touch customer service to our clients and customers. After all, it´s important to get-and keep-every advantage we can.
As you´re settling in with your first cup of coffee tomorrow, consider asking yourself these questions:
- Who are our customers?
- How can we bring the company closer to our customers?
- How can we create opportunities for superior service?
- Can we deliver what we promise?
Consider the following quote from Walt Disney regarding the impact of great customer service: “Do what you do so well that they will want to see it again and bring their friends.” That´s what we all want.
Follow this tip and see where it goes: encourage your team to create a list of all of their customers-internal and external-and put it right where they can see it everyday.
©2013 Shannon Alter