Have you ever received truly exceptional customer service? What was it like and why did you think it was exceptional customer service?
Each experience is different but I bet you can tick off a couple of common characteristics in what happened:-
- You felt individual attention
- You felt that every detail of the service or product was meant for your satisfaction
- You felt that whatever you received was timely
- You felt that you not only got the product or service, you got that extra something that accompanied it.
Am I right?
Firstly do you see it is about what you felt? Exceptional customer service is not only about the quality of the box you bought, it is about how you felt during the transaction.
Secondly it is about “extras” – and these need not be something tangible like a bonus product. In customer service “extra” is about listening to you as an individual and perhaps providing nothing more extra than a courteous word.
Yet people also get it wrong don’t they? For every instance of exceptional service I would bet you have 10 examples of poor service.
If only every business realised that excellent customer service is not about spending more money or even putting in more effort – it’s about being consistent and predictable in what you offer. That’s it! Consistency and predictability!
Watch this video to see why you should implement simple systems that create excellent customer service.
Now let’s get back to how you should make your customers feel and how that can be done with some simple systems.