Every company should strive to have the best customer service. This is something that needs to be well planned out, examining every customer touch point. Unfortunately for every complaint a customer has they will on average tell at least 8 people, while for every good customer experience they might tell 2-3 people. This is why it is imperative to be connecting with your customers on a regular basis, and allow a channel for customers to directly express their complaint. This direct access between customer and management is best done through a customer experience management platform also known as a market research online community. We are going to look at what good customer service is and what it looks like.
Good customer service is..
Employees are the dispensers of good or bad customer experience. Employees that show good customer service typically have the following traits.
Listens to customer feedback and passes it on to superiors.
Has a problem solving mentality. When a customer complains about a problem, the employee seeks to resolve the problem as fast as possible.
Seeks to use the knowledge given by the customer in future interactions.
Understands the customers point of view.
Tries to go above and beyond what the customer is looking for.
An example of good customer service is Trader Joe’s
Trader Joe’s is a boutique US grocery store that specializes in health food. The store has been rapidly expanding and has created a cult following. The privately-owned grocery chain prioritizes it’s employees and customers. The company provides excellent benefits to its employees, and has created a private-label to provide better savings for its customers.
When researching Trader Joe’s we read one customer service story that illustrated their commitment to customer service. “One day, an 89-year-old man was snowed in at his Pennsylvania home around the holidays. His daughter was concerned about getting him food and called a bunch of stores to see if anyone delivered. Trader Joe’s broke their own policy to deliver the gentleman items that fit his low-sodium diet — all free of charge. In fewer than 30 minutes, a Trader Joe’s team member was knocking on the door with a full delivery.”
By providing a great work environment for your employees, and teaching them the importance of customer service creates a positive environment and creates greater ROI. What is crucial in this environment is a way to hear from your customers and employees. By sending out regular surveys through your MROC you can gather feedback fast. Through qualitative discussions in your community you can dive deeper to understand the why and listen directly to your clients. If you would like to find out how our MROC software can help you connect to your customers then please do not hesitate to contact us.