Six ways to transform your customer serviceby
What can customer service leaders and managers do that will really make the difference in motivating employees to behave in the right way? Stephanie Edwards offers six key steps on transforming the customer service experience.
- Deliver the promise: Do what you say you will do.
- Keep transactions personal: People are individuals, so treat them how you would like to be treated.
- Go the extra mile: Give your customers something extra to keep them loyal.
- Handle complaints professionally: This is paramount because research tells us that 91% of complainants will stay loyal to an organisation if their complaint is handled professionally. They will also become your most loyal ambassadors and tell others about your brilliant service recovery.
Stephanie Edwards is managing director of Customer 1st International. The organisation's Best Practice Guide for Customer Service Managers is available in hard copy, as an e-book, e-workbook and accredited tutor-led online award.
After 15 years in Higher Education both in Business Development and Marketing I set up Customer 1st International in 2005. During the past 10 years I have developed content in service strategies for the Accenture Supply Chain Academy, 23 courses in all.and also created 6 e-learning programmes for Unilever.
This year I launched two self-...