Let’s see the service you provide from a customer’s point of view!

The HR Blog

Here in the UK we are now predominantly a service economy, which is why it is crucial for you to consider how you can make sure that each and every one of your leads receives the highest standards of service. You don’t get a second chance to make a first impression and, for many businesses, your sales team will more than likely be the first human contact that your potential buyers will be met with. Remember people buy off people. If that isn’t enough, here are a couple of reasons to consider the standard of your customer service.
Competitive edge
It is reported that customers stopped liaising with a company as a result of a poor transaction or service experience. So guess what, if you can be there with open arms and a warm smile, you’ve already got something up on your close competitors.

Produce sustainable business
There’s no real science to it (although actually I’m sure there probably is), but if you’re nice to people, they are generally nice back. In doing this you can build up positive working relationships with your customers. If you can be extra nice you’ll build up extremely positive relationships with your customers, which could mean that they’ll shout about you to all of the people that they’re nice to, who will then tell all the people that they’re nice to. You see where I’m going with this. Apparently third party referrals trump all other forms of business leads, so you never know where what you consider just being nice can take your business.

So that’s why you need to make sure you’re delivering celebrity style service, but how can you go about making these things happen?

See it through their eyes
Viewing your services from your customers’ point of view is vital so that you can see any beneficial experiences in the channels that they go through. Doing this also helps you spot any gaps that might appear in your processes and allows you to address them.

Get to know your customers
Having an idea of the hypothetical situation that your customer must be in to want or need to contact you in the first place is a great way to start. A perfect way to do this is to create personas so you know exactly who your audience is and the struggles they might be facing. It is also key to understand what they expect from you; this is the only way that you’ll be able to exceed their expectations.
Customers are everywhere

Remember your employees can be viewed as customers give them great service and they will want to stay.

Also they can give referrals too.

Considering that we as a country are so service driven, we underestimate the impact that great service can have on a customer. Through identifying the problems that your customers are facing, seeing your service process from their view point and learning how to build their trust are all ways towards providing outstanding service.

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