Recently, we talked about figuring out what your customers want out of a positive shopping experience. Now we’ll talk about the concept of Deliver +1 and how this concept can take your customer service to the next level. I’ve split up this post into two sections. 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 must go above and beyond the average customer service experience.
There are three ways to develop consistency:
Avoid offering too many customer service options.
We sometimes get so caught up in giving customers what they want that we get away from our original vision. Instead, stay true to your vision and offer one or two solid customer service techniques that will set you apart from the competition.
You need to fine tune the current systems you are using before you can add something new to the mix. There’s nothing worse than launching a new program when you haven’t even worked out the kinks of an old system.
Put solid systems into place.
Once you know what you’re going to offer, you need to have a system in place to execute it flawlessly every time. This system needs to have the right people in the right roles with defined responsibilities and the proper technology that guarantees a positive experience every time. Emphasis needs to be placed on the results, which ultimately is the satisfaction of the customer.
Good training is the key.
Once you have your system in place you need to train people to use it properly and efficiently. This helps your people deliver the results your customers are looking for. Training is essential for the system to work and for all your people to work together cohesively. Appreciation will go a long way.
I hope this has given you a look into what you need to do in order to have a quality customer service system in place. If you need help let REVVD know and we can help.