Every single person in business is responsible for providing an exceptional service experience to their customer. The challenge arises when that simple company behest is forgotten and the buck gets passed to someone else.
As the consumer watches this Houdini trick, their eyes glaze over and temperatures rise. Customers detest buck-passers; they want a quick and equitable solution to their problem now. Empower your staff to make decisions that focus on the customer and gain loyalty for life.
Providing an exceptional service experience starts with prevention. The best scenario is to insure that nothing fails but if it does, make sure your staff has the tools to every solution by following these few simple training tips:
- Take the word ‘can’t’ out of your staff’s vocabulary. When your customer hears, ‘I can help you,’ it begins the process of customer healing and creates better dialog.
- Empower them to make decisions. There is no wrong decision when it comes to satisfying your customer. What is the cost of doing business by satisfying your customer and insuring repeat business versus not taking care of your customer insuring they never come back? Do the math it never lies.
- Take ownership of the problem. They may not have made the sale but they are the responsible party when the customer is standing right in front of them.
- Role play at listening skills. It is not always what the customer says but more of what they’re not saying that is most important. Teach your staff to listen for the customers missed expectations. Then your staff can provide the appropriate solution.
- Apologize and empathize. Sincerely apologizing and being empathetic to your customer that they had this experience takes all the negative energy out of the complaint.
- Thank your customer for bringing their complaint forward. You can’t fix what you don’t know is broken. By asking your staff to thank your customer for their complaints sends a clear signal that your customers opinions are appreciated and valued and that your company takes complaints seriously.
- Do the right thing. Don’t have staff spew mumbo-jumbo about corporate policy. The customer doesn’t care about corporate policy, they care about solutions. Empower your staff to do the right thing the first time around and keep a customer for life.
Your staff is your most valuable asset, so don’t forget to thank them at the end of the day for making decisions that keep your customers coming back.