Your company’s future revolves around your customers, but do your employees treat them accordingly? Have you tried to “cut the fat” from your expense list by trimming the perks which make your clients feel wanted?
If you’re baffled why once loyal customers are no longer giving you a second chance, it’s time to let Andrew immerse himself into your company’s customer service culture. He’ll probe to the very heart of what customers really mean to your company and then help your staff change their perspectives and attitudes toward how they do customer service.
Contact Andrew Jensen
To learn more about how Andrew Jensen can help make your customer service team more efficient, more effective, and more productive, please complete the form below or call us at (800) 460-7696.
Note: Due to Andrew’s extremely high project load presently, we are referring customer service consulting inquiries to another rock star consultant who we think is one of the very best in the business. For details, please contact us. The superb customer service consultant we are referring prospective projects to is best suited for larger customer service consulting projects.
Note: Due to a full project portfolio, Andrew is very selective with taking on additional projects. If you are interested in retaining Andrew for future consulting services and willing to be added to a wait list, please submit the online contact form.
What is customer service?
Customer service encompasses all of the activities performed by a business in support of a customer’s experience with a product or service. This includes all customer oriented services which take place before, during and after a purchase.
What is the goal of customer service?
The goal of customer service is to increase customer satisfaction; in other words, the goal of customer service is to serve the customer in such a way that the customer believes their expectations have been met or exceeded.
How do I identify customer service in my business?
Customer service includes the following customer interactions, whether online, by phone, in print, or in person:
- Education/training/providing information about the product/service
- Helping customers with the financial aspect of buying or using the product/service
- Installation assistance
- Follow up (i.e. contacting the customer a week after delivery of the product)
- Repair, maintenance, trouble shooting, upgrading
- Disposal of a product
- Complaint resolution
- Being proactive and asking customers for feedback and ways you could improve
Customer service tips
An outstanding or very poor customer service experience can have a lifelong impression on a customer. If you lose a customer, you lose not only the money you spent on generating that lead but also the lifelong value of that customer. The more attentive you are to your customers, the better the return is on your investment for your sales and marketing efforts.
Be consistent and personal with your customer interactions. Don’t treat them as revenue generators for your company but as individual people. Strive to exceed your customer’s expectations in all that you do. Make sure that you and your staff which deals with customers has full knowledge of your services/products or knows where to go to find the answers to the more difficult questions which today’s web savvy audience asks of human beings. Practice anticipating what the customer wants; surprise them by going the extra mile. Smile and be genuinely friendly with the words you say to your customers, remembering that your bodily actions and gestures as well as the tone of your voice broadcast with accuracy what your words may try to disguise. Customers will sense whether you really care about them and their needs.
Make an incredible impression, and your customers will gradually spread word about your business. Based on the type of business which you have, you may find that, though traditional advertising and marketing strategies are still crucial, much of your business comes from repeat customers and through word of mouth recommendations from satisfied customers.
Customer service is all about relationship building. An effective customer service strategy invests into ensuring each customer’s experience with the company is a pleasant – if not positively memorable – one.
Your goal is to first make customers satisfied, secondly to move them from being satisfied customers to being loyal customers, and thirdly to transition them from being loyal customers to being advocates, or living advertisements, for your business.