When we think about Rock Stars, we think about superstar performances. We get excited and enthusiastic, telling everyone how delightful the experience was.
How can we
create the same energy and excitement for our customers?
Here are few ways to become a
customer service rock star today:
Everyone is a VIP
Everybody
likes to feel important. Treat everyone like a VIP. VIP stands for- Very
Important Person. Mary Kay Ash, the founder of Mary Kay Cosmetics said it best,
“Everyone has an invisible sign
hanging from their neck saying, Make me feel important.”
A customer is our best friend. How would you
treat your best friend? Making people feel important and appreciated for their
business is so critical now adays that I think some places take it for granted.
First impressions are lasting impressions. Without making that customer feel
important, the memory is lost forever.
Remember their name
Remembering
someone’s name is another forgotten virtue of customer service. Everyone likes
to hear their name. Dale Carnegie in his most influential book, How to Win Friends and Influence People, said “Become genuinely interested in other
people. Smile. Remember that a man's name is to him the sweetest and most
important sound in the English language.”
When you use the
customer name, you communicating their worth. You are essentially communicating
on a personal and unique level to that person by using their own name. It goes along way
because the customer feels you took the time to remember them as a person, rather than another number.
Connect and relate
Maya Angelou
poet and author said, “People may not remember exactly what you did, or what
you said, but they will always remember how you made them feel.” That’s the best way I can describe connecting
and relating with the customer. If you engaged and took the time to listen and
connect on a genuine level, they will come back for more and more. Why? It’s
how you made them feel. You created an emotional connection that adds value.
Surprise and Delight
Being a
customer service rock star is like magician. You have to know when to use your
bag of tricks to WOW someone today. I call it Surprise and Delight. Maybe it’s
the AHA moment. These are moments that the customer service rock star goes the
extra mile to deliver the unexpected.
You created
a memorable moment for the customer and they rave about it to everyone they
know. Chip R. Bell, a customer service author and consultant said, “Customer
delight comes from doing the little things that customers don’t expect but will
certainly remember.”
A warm farewell
Too often we
assume that the customer is satisfied once the customer experience is almost over.
As a customer service rock start, the last interaction has to be just as
memorable and important as the first one by reassuring the relationship with the
customer.
This is the
golden opportunity to hear the customer feedback. Make your customer feel
comfortable to share their experiences with you and also wish them a warm goodbye.
Above all, thank them for their being a customer. Walt Disney said,” Good bye
may seem forever. Farewell is like the end, but in my heart is the memory and
there you will always be.”
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