The Extraordinary Experiences - Exceptional Bible of Customer Service

By Extraordinary Innovations Ltd

Consider that one of the simplest and most powerful techniques to leave your competition behind is excellent customer service. Without customers you have no sales, no profit, and no business. Don’t forget, that your current customers are the lifeblood of your business and keeping them happy should be your priority. Remember, if you don’t take care of your customer, somebody else will. Keep in mind that, many people are willing to pay more for a product or service, in order to receive excellent customer care. Before you even think of providing more value, you must set the stage from which you will operate. Treat your clients with integrity, respect and care. They want a real appreciation. Make your customer feel like human, not like the numbers. Being customer focused can be extremely rewarding in building successful business. Let the customer be your focus and you will become their focus. Learn the secrets and provide exactly what they need. Master it and make it happen!

• Language: English
• Publisher: Lulu.com
• Release date: May 16, 2014
• ISBN: 9781291830651

Book preview

The Extraordinary Experiences - Exceptional Bible of Customer Service

First Edition

Copyright 2014 Extraordinary Innovations Ltd.

All rights reserved.

ISBN: 978-1-291-83065-1

This work is licensed under the Standard Copyright License.

http://lulu.com

Welcome .

Would you be interested in standing out from the competition? Consider the fact, that you could  make much more money simply  by improving customer service, that goes beyond expectations. Are you particular about providing outstanding customer service? Do you constantly come through as a provider of excellent services to your customers? Keep in mind, that  wherever there is poor customer service, there is also a great opportunity for you. There is a high percentage of customers, who appreciate high quality service, that goes beyond the industry standards. These types of customers is  willing to  pay an extra for service,  that really satisfies and serves them. If you can figure this out , you can create  niche, raise your prices, and make more money. It will set you apart from the rest !

Having a great product is the very first step. Make the best product and provide outstanding customer service. People love quality.Customers will not only buy from you, but they will recommend others to buy from you as well. When you have a great product - how is your pre and after sales service doing? By dealing with a problem quickly and efficiently, the customer will go away delighted and will tell his friends what a great company you are. Ignoring problems or not resolving them quickly annoys customers and they won't recommend you to others. There is no better advertisement than great customer service.

The good news  is that it is easier than ever to stand out, be noticed, and have greater levels of success and satisfaction.  When you are good, people will notice.  When you are excellent, they will rave.This goes personally, professionally, and as an organization.It's time to raise the bar and set new standards. They will not raise, by themselves. They must be raised consciously and consistently.

The moment of truth

You only get one moment of truth with your customers. It is up to you, how it will go. Will it be a moment of disaster or a moment of WOW? Every contact with customer is a moment of truth, that can generate a moment of disaster , a moment of average, or a moment of WOW. In the moment of truth you can create customers for life or launch a slow end of your company .

The moment of average

Most often occurs in business to customer interactions and this is where the customer's expectations were met, and those may even be low expectations. Customers who experience a moment of average , feel satisfied, but will not reward the company with loyalty. These customers are only your customers because they haven't found a better experience yet.

The moment of disaster

It is created each time, you fail to meet the customer's expectations. Often, moments of disaster result in damaging and highly convincing negative word-of-mouth advertising and customer betrayal. A moment of disaster is created every time you:

*Tell a customer No (without first telling them what you can do).

*Quote policy.

*Fail to follow-up/follow through.

*Make the customer tell and retell their story with unnecessary transfers.

*Respond to complaints with accused or investigated style.

*Refuse to take responsibility for problems.

*Fail to apologize to customers.

*Tell a customer they are wrong - even when they are wrong.

*Cut a customer off.

The moment of WOW

It is created when you truly go beyond the customer's expectations. Service must be genuinely outstanding and all of your staff members have to go beyond WOW to create the moment of WOW. Moment of WOW creates a profitable base of loyal customers, which appears in growth, increased profits, and lasting values.

The importance of excellent customer service in business

When you begin any type of business, one of the most important things to remember is that nowadays excellent customer service is a must. The reward will be returning customers and free word-of-mouth advertising.

Why excellent customer service is extremly important

1. If you want the customers to return, they must be treated kindly.

2. If the customers like your customer service, they will recommend your business to others.

3. Since a lot of companies has a horrible customer service, your business will stand out .

Customer service is a very important aspect of any business and one of the benefits of great customer service is, that you will have returning customers. Repeating customers should be always valued. Doing this will make it very easy for the people to want to come back to you. The opposite side is that while many customers are very loyal when a business pleases them, they are also very unwilling to come back if they have a bad experience. You will likely never see the customer again if they have a bad experience! Even if you make a mistake, but you are willing to apologize and quick cater to the customer, most likely you will see them again. Satisfied customers make a great advertisement. They will be loyal, and is highly possible, that they will also tell their friends about how great is your business. This is brilliant, because a truly happy customer will find the ways to make sure their friends try you as well. Once the friends have tried, the cycle continues. They will return and tell their friends as well. If your customer service is poor, it will spread around even more quickly than a good report. This will affect how potential customers will view your business.

EXCELLENT CUSTOMER SERVICE

With an excellent customer service your business will stand out. You should do absolutely anything what is possible , to make it happen. This is the best and simplest way to stand out. The chances to be a business with leading customer service in any industry are pretty great and it is worth to take it!

Keep in mind, that there will be always one customer that you can’t please. The one person, that no matter what you do, he will be miserable. The best recommendation, is to move on from this type of customers. Take care of your loyal customers and give them as memorable and personalised experience, as you can. With excellent customer service and high quality product /service, there is no limit to what type of business you can build or the amount of money that you can make.

Almost every company discusses, the need for customer service and the importance of providing true excellence to the customers. Unfortunately only very few realize, what it takes to achieve the excellence. Each client has own specific requirements, which are met by the company providing the services or products. Unfortunately many forget about that, the truly exceptional customer service includes much more, than simple delivery of a quality product and requires additional services such as delivering on time , keeping the promise , responding to additional delivery requests and following up after the purchase.

The power of communication and  keeping the promise

Many suppliers do not realize from importance of the fact, that proper communication, serves as the basis to perform the customer promises. Relying on voicemail or e-mail, make it harder to respond quickly to customer needs and the absence of live customer service staff creates a negative impression of the industry for many customers. A proper communication should begin with real human contact. None of the customer enjoys being dropped into the voicemail. Customers will always prefer and choose the companies, that keep their promises and guarantee personally answered customer service calls, which they immediately use to respond to client inquiries and concerns.

Take the responsibility and do absolutely everything what it takes to provide an excellent customer service. There are many excuses for failure to perform, but the businesses who are truly world class are those , who take the responsibility and last with their customer satisfaction guarantees. The size of company should never be the determinant in the customer service results. Both small and large companies are able to provide the spectacular excellence.

How to deliver an excellent customer service

There is no question, that excellent customer service is a mandatory to keep any kind of business alive. No matter how smart you attract new customers, you won’t be profitable for long time unless you have a solid excellence customer retention strategy in action. Today, consumers’ expectations are higher than ever and companies that fail to deliver, risk losing the customers. One of the secrets of a successful retention strategy is exceptional customer service. Not just good, but excellent and memorable. It’s the actions that count! Not what you say you’ll do, or what the policy says. The key is to ensure, that your employees understand the importance of their front-line role and get good training and