For small businesses here in the US, we many times focus our energies on providing a great product, service or customer support but when dealing with a sustainable approach means that we must focus on all of the above. If you make a product that in must be the best product you can make, the same is true of services. However we must also be customer centric.
With nothing to sell, there is no purpose in being in business but equally what is a business without a customer?
Effective leaders are known for being excellent communicators. Effective communicators also know how to deal with difficult situations when dealing with clients. If you struggle in this arena: Here are some ideas of what to do.
1) Avoid “Negatives.” Negative talk encourages arguments, counter attacks, and futile attempts to solve your problems. It also creates a negative impression. For example, when you say, “I can’t,” you appear helpless and ineffective. Instead, talk about what you can do and what you would like to happen. Keep your cool in the situation because the minute you become negative the other person has won.
In the last post we talked about how to figure out what your customers want out of a positive shopping experience. Today we’ll talk about the concept of Deliver +1 and how this concept can take your customer service to the next level. I’ve decided to split up this post so the next one will cover the 1% Rule.
Consistency is the key to any great customer service experience. If you want to take your satisfied customers to Raving Fan status, you have to go above and beyond the average customer service experience.
There are three ways to develop extraordinary consistency: