So as to succeed at any endeavor, one must recognize the essentials necessary to accomplish that feat. It’s the exact same in customer service. What essentials are expected to create great customer experiences that result in maximum customer retention? I will give you six features that I believe are key ingredients.
Reliability – Clients expect product/service suppliers to be dependable and true during connections. Take your house electricity – so long as you pay the invoice you expect the lights to come on when you flip that switch. Do clients consider your company to be reliable? These are key aspects to providing a fantastic customer experience.
Competence – This attribute measures skill and knowledge level in relation to the product/services. If you surveyed your client, what would they say about the degree of proficiency exhibited by those inside your organization? When the interaction starts, will your client understand more about your products/services than front line employees and others inside your organization? Be certain everyone in your business is a product/service specialist so as to be given a high rating for proficiency.
Responsiveness – When clients enter your brick and mortar location, call on the telephone, email or start a internet conversation, how long does it take for a person to acknowledge their existence? How long are your clients waiting for service? When issues arise, how long before the situation is addressed and a settlement given to the client? The responsiveness clock is ticking on your customer’s mind while waiting to be serviced or to be given a response to inquiry.
Courtesy – In my view, this one is the simplest characteristics to exhibit. If there is 1 thing which we can all control is our ability to be considerate and kind. All clients deserve common courtesy. Body language and facial expressions also lead to the courtesy element. What score will your customer contact employees receive for courtesy?
Credibility – Can your client deem your company as credible? This attribute is an image builder. We are taking about trustworthiness here! Does your performance match exactly what you market? Deciding to take the measures necessary to guarantee credibility can help to create a reputation for believability. 1 act by a single person which puts your organization’s credibility into question may be a picture killer.
Consistency creates long term clients. Consider this – If your company is always reliable, competent, responsive, courteous and credible, you are likely providing many great customer experiences. Consistency means establishing a pattern of behaviour. Does your client’s rating of your company indicate a pattern of terrific behaviour about the customer experience? Can your client depend upon your company to give a high level of service each time they decide to use your products/services? The capability to intermittently exercise the five aforementioned features won’t assist in your quest to offer great customer support. When consistency is added, long term retention is typically the outcome. Exercising these characteristics will help your business in its quest to offer great customer experiences!