WHAT does “good customer service” look like to you? For many, it’s when a defective item is replaced without issue, or when you’re given first dibs on discounts and freebies for a new product. If we were to add a little humor to it, “good customer service” like beauty, is in the eye of the beholder. It’s a flexible concept dependent on customer expectations, product cost, product pricing, branding, and industry.
A quick example is traveling by air. When you fly economy or coach class, you wouldn’t expect champagne served with macadamia nuts on the side. But you would mind if you weren’t served the same in first class since you paid a premium for it.
The key then to great customer experiences is expectation. What does your clientele expect from you? How do they perceive your brand? Do they prefer going to one channel for specific problems? Or would they rather resolve their issues on multiple avenues? What do they hold in high regard? Is it average response time or the number of self-service options? What would make them try your competitor’s product and services?
Whatever good customer service looks like to you, a positive experience is often the result of a customer-centric service agent team who are pros at the following:
* Responding Customers want answers right away. They want queries replied to and issues addressed as quickly as possible.
* Offering options, including self-service choices – Some customers prefer finding solutions and answers on their own (because going through customer service numbers and centers can be time-consuming no matter how quick the process is). Here’s where articles, blogs, and updated FAQ pages become crucial. This also includes omnichannel support. Good customer service programs should be able to offer support via chat, phone, and social media.
* Exceeding expectations – Going the extra mile is the clincher. When a customer service agent can give a positive service experience, loyalty to the brand happens.
* Showing empathy – They can turn irate clients into loyal advocates. They get to the heart of the problem and make the customer feel valued.
Why is good customer service important? The answers aren’t all that obvious at first glance. Of course, we want them to buy our brand because as businesses, we seek to profit. But here are other reasons. When customers are happy and satisfied, they will likely spend more. People are willing to pay a premium for products and services that are associated with good customer service. (Businesses, take heed! Want to charge a premium? Focus on generating enough brand equity!) Another huge reason is when gaffes happen (as they will at some point), your customers are more likely to forgive you. Convincing them to return won’t be as hard if they know that excellent customer service is the norm for your brand. Last but not least, great customer service translates to advocacy. A happy customer is highly likely to recommend your brand to others.
With all these being said, how else can you make customers feel valued in addition to addressing problems quickly? Let’s take a few pages from the books of some well-known brands. American Express offers customers benefits and rewards that can be used globally. Coca-cola makes it a point to get involved in social causes and issues wherever they operate. Zappos, the online shoe and clothing shop, personally replies to every email. Tesla offers home service at the owner’s preferred time (even if it’s to fix a flat tire, instead of having them go to a repair shop). NEARSOL emphasizes a family culture that extends not just to employees but to clients as well.
Companies don’t need to wait for problems to arise to make an excellent impression. The focus is on people. Make everyone feel connected and valued, and a good customer service impression isn’t too far away.
Good customer service? We make it happen in NEARSOL!
NEARSOL is a US-based BPO and service company that offers clients custom-design solutions. With major hubs in Manila and Iloilo, it began operations in 2006 and has since gained a strong presence in the Latin American regions, the Caribbean, and the Asia Pacific, winning many awards for quality and service along the way.
Visit our LinkedIn to learn more about our company and our global footprint./PN
