Run Through That Wall! Five Quotes to Motivate

Matt| May 14, 2015| News

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” – Donald Porter, Vice President of British Airways

Service doesn’t end with the sale. Customers expect you to be with them throughout the life cycle of your product and beyond. This translates to excellence when it comes to customer support.

Customer support begins with understanding your customers and communicating with them clearly. Remain positive during your entire customer interaction and give credence to their complaint. Make sure to follow up with regard to any problems and see it through.

“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.” – Richard Branson

When interacting with your company, customers will almost always come in with a certain set of expectations, and it’s up to your company to meet them. This starts with being friendly and fair. Treat people nicely, yet don’t give them everything they demand. It’s a delicate balance particularly when those demands are not feasible or downright unreasonable.

Customers also want to feel like they have options and are in control. Don’t make them sign contracts or hand over contact information if those actions aren’t crucial to the sales process. If a defective product is being returned and no longer in production, have a series of reasonable options for the customer to choose from.

Finally, exceed your customers’ expectations by going above and beyond whenever possible.

“Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work.” – Martin Oliver (Kwik-Fit Financial Services)

Great customer service starts with employees who want to provide it. If employees are miserable, it will translate into how they interact with your customers.

Happy employees are properly trained employees, so be sure you have a robust training program in place. This includes routine employee training beyond the entry level or initial hiring stage with the company. People like to learn, so keep nourishing their brains.

Additionally, recognize top achievers for specific accomplishments and foster a strong sense of team. Incentives and team building will facilitate an employee’s desire to work and reach their goals..

“Know what your customers want most and what your company does best. Focus on where those two meet.” – Kevin Stirtz

Knowing your customers is invaluable and  not only helps you retain them, but also enables you to grow your customer base.

Begin by placing yourself in your customer’s shoes. Try to see your company as they see it – from the first point of interaction through all stages of the customer service process. Track a customer’s experiences and try to identify with them in seeing if there are any holes.

In addition to knowing your customers, you also need to know yourself. With the Internet as a constant feedback machine it’s even easier to know what your company does best. Be open to changing in the light of valid criticism, while reinforcing the areas in which you excel.

 “The more you engage with customers the clearer things become, and the easier it is to determine what you should be doing.” – John Russell

Finally, customer service is all about communication, communication, communication. Listen to your customers and they’ll show you the way.

Long Island Temps prides itself on superior standards of customer service which is one of its core values. If you want to work with the best team of Long Island recruiters contact us today.