Business Magazine

Sure-Fire Techniques for Providing Superior Customer Service

Posted on the 27 July 2016 by Andreaantal @andreaeantal

Sure-Fire Techniques for Providing Superior Customer Service

Customer service is important. You know that. But how do you deliver superior customer service that turns your customers into raving fans? I'll tell you!

Having worked for/with some of the world's leading luxury hotels - both at hotel and corporate levels - over the past 20 years, I have picked up five-star customer service techniques that I have adopted in many different roles in many different industries. Practicing these philosophies has rewarded me with amazing results and very positive interactions with my own customers. I'm happy to share them with you.

Your priority should be to exceed your customers' expectations.

Most organisations simply strive to "meet" their customers' needs or desires, but going above and beyond those expectations is what makes your service truly superior. One of my favourite mottos is: "Under promise, over deliver."

You business needs to revolve around a customer-centric experience.

Your business doesn't exist without your customers. Think about it. As a consumer yourself, can you recall a time when you received exceptional customer service? What did they do? Perhaps it was phenomenal from the outset, or perhaps they turned around a negative experience in a memorable way that won you over?

Communication and a united effort amongst the team ensures everyone strives to achieve this common goal.

To create exceptional experiences for your customers, each employee's contribution plays an crucial role, whether they work on the front line or behind the scenes. Individuals are most effective when they work together cooperatively, respecting each other's contributions and importance, whatever their job is.

Every customer has different needs and expectations.

It's important that your services and offers are made to match their unique situations. In other words, personalise their experience as best you can.

Make sure your customer service is consistent.

If your customers had a great first experience on one occasion, and then receive a completely disjointed service on another, there is little hope they'll become a raving fan.

Got an angry customer?

Listen, empathise, and try to see the situation from their perspective.

When trying to resolve the situation, immediately communicate it with your colleagues so they are aware. Acquiring new customers is costly. Losing customers due to bad customer service is detrimental to your business.

In a survey, conducted by Dimensional Research and sponsored by ZenDesk, "95% of respondents who have had a bad experience said they told someone about it, compared to 87% who shared a good experience."

Out of those 1,000 respondents, those "who suffered a bad interaction were 50% more likely to share it on social media than those who had good experiences (45% vs. 30%) and 52% more likely to share it on an online review site such as Yelp (35% vs. 23%)."

That's a big problem for companies that get negative reviews, because it impacts the purchasing decision of other buyers - 86% of other buyers, in fact (according to this survey).

Customer feedback is a great way to measure how your business is perceived.

This way, you can continually enhance and improve upon your services. Customer feedback should always be built into your marketing programs wherever possible. This is critical to your business!

And, finally...

Don't make promises you can't keep.

If you promise something to a customer, such as delivering something within a certain timeframe, stick to that timeframe - or deliver earlier than promised (create that WOW factor!)! Be honest about what you can deliver so that you can manage your customer's expectations.


You Might Also Like :

Back to Featured Articles on Logo Paperblog

These articles might interest you :

  • I Still Managed To Shop These In Mauritius!

    Still Managed Shop These Mauritius!

    Travelling to Mauritius? Thinking of what you should buy? Here is a list that SSU contributor Sakshi bought and she has some honest take on Mauritius markets.... Read more

    The 22 April 2018 by   Shoppingaholic
    HAIR & BEAUTY, LIFESTYLE, SHOPPING
  • Food Review: Katz’s Delicatessen, New York City

    Katz’s katzenjammer sandwich Katz’s deli in the lower East side of New York comes recommended by most guidebooks and travel websites, and someone we know said... Read more

    The 22 April 2018 by   Emma
    DESTINATIONS, DINING OUT, FOOD & DRINK
  • Healthy Lunch Salad!

    Healthy Lunch Salad!

    Yesterday, I invented this lovely healthy lunch or dinner. I even eat it like breakfast this morning! So good, So yummy! You can eat it just like this but I wil... Read more

    The 22 April 2018 by   Sophies Foodie
    FOOD & DRINK, RECIPES, VEGETARIAN & VEGAN
  • Skincare Empties #8

    Skincare Empties

    Hi All,According to the Instagram polls am posting an empties post first. I am so into powder cleansers that I ended up using two of them both are my favorites. Read more

    The 22 April 2018 by   Skincarevilla
    HAIR & BEAUTY
  • The Most Important Mission Of The Modern Mormon Church

    Most Important Mission Modern Mormon Church

    Previously: A Plea Unto Every Latter-day Saint On the shelf directly behind me is a hefty Dictionary of Early Christian Beliefs, which I like to browse now and... Read more

    The 22 April 2018 by   Rockwaterman
    SOCIETY, SPIRITUALITY
  • 6 Ways To Be A Business Leader As Well As A Developer

    Ways Business Leader Well Developer

    Almost every entrepreneur starts their journey by developing a solution, based on their idea of a new technology or required service. These idea and developer... Read more

    The 22 April 2018 by   Martin Zwilling
    BUSINESS, CAREER
  • Salone 2018 & Milan - Impressions

    Salone 2018 Milan Impressions

    A glimpse to the atmosphere and my impressions. Central Station Milan Beautiful details Along with the centuries old architectural beauties it is also the... Read more

    The 22 April 2018 by   Trendoffice
    HOME, INTERIOR DESIGN