Put the WOW in Customer Service
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Tuesday, October 28, 2014
By Pat B. Freeman
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Putting the WOW in customer service has to be intentional. Otherwise, it won’t happen.

 

How is Customer Service defined?

 

According to Wikipedia, “Customer service is the provision of service to customers before, during, and after a purchase...”  Now, how do you take it from good to great? First, you have to know the difference, and then identify what's needed to make it happen. 

Are you providing GOOD Customer Service?

 

If so, bump it up a few notches to make it "stand out" customer service. That’s one way to begin putting the WOW in it.

“The goal as a company is to have customer service that is not just the best but legendary.”

— Sam Walton

Be the difference between you and your competition

 

In private industry, attention to customer service is critical because it impacts revenue and can make or break a company. Customer service can be more important than the product or service itself. When a customer feels valued and is satisfied, he or she will continue to do business with you – and will also tell others.

 

A Proven Principle and Strategies for Creating the WOW

 

I’ve worked in education for many years. Throughout my career I’ve had a high regard for student-customers. It makes good business sense to create an environment that WOWs customers of all types.

 

Ten years ago I wrote a customer service booklet for a seminar I conducted for educators. The booklet, "Providing Good Customer Service:  Students are Customers, Too,"  described four proven business principles and strategies that build winning customer relations. They are timeless practices that still apply today.

Principle 1:  Satisfy a Need and Make a Lasting Impression that keeps the customer coming back.

 

  • Smile
  • Listen (verbal and nonverbal clues)
  • Build authentic, lasting relationships
  • Build trust
  • Show you care
  • Have a positive attitude
  • Have room for flexibility
  • Be Patient

 

The WOW in Customer Service

What perception do your customers have of your workplace?

 

Ask them. Create a Customer Satisfaction Survey and have them complete it.  

 

It’s important to remember that people are not just interested in what you are selling. They are impressed by what you do to make them feel good. That’s what puts the WOW in customer service. 

 

Subscribe to my blog and read the other three principles and strategies in future posts.

 

Here's a helpful link: 25 Skills for Excellent Customer Service.

 

 

“Your most unhappy customers are your greatest source of learning.”

— Bill Gates

 

 

Proverbs 11:25


Please comment, like, or share this post.  I'd love to hear your feedback or experience.

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