Service is the Heart of any business. It must never be left to chance.
Excellent customer service is a critical factor that fosters customer retention, develops customer loyalty and builds brand preference.
First important factor that constitutes to good customer service -
Put ourselves in our customer's shoes, will give a good perspective of the service needs from the customer's viewpoint. This provides us valuable insights to the service intiatives expected by the customer and delivers effectively.
The strategic intent is to turn a one-time customer or regular customer to be our customer for life.
Good customer service providers do not just serve, deliver and satisfy.
We aim to engage, anticipate and delight.
Don't just serve!
Engage to meet customers' needs and expectations.
Don't just deliver!
Anticipate and fulfil customers' unexpressed needs to develop customer confidence.
Don't just satisfy!
Delight them to build customer loyalty.
Second important factor that consitutes to good customer service -
Manage our customer touch point experience.
We only have a few short moments with each customer. It is imperative to pay meticulous attention to every touch point with the customer to provide an all-encompassing excellent customer service.
Never forget! Loyal customers give honest feedback, direct opinions, adverse or otherwise.
It is important to have an "Instant Feedback System" to gather deeper insights, to engage and to interact with our customers.
This provides customers with an immediate channel to tell the managment how we have performed and where we can improve.
The information gathered is priceless.