In order to stand out in today’s business environment, one cannot hope to get by just meeting customer expectations. To truly be a great company, you simply have be more than above-average. In the words of John Jantsch, President of Duct Tape Marketing, good customer service “is an opportunity to exceed your customer’s expectations.” Of course, in order to exceed customer’s expectations, your company has to be exceptional. However, to do that, you first need to understand the value of exceptional customer service, and know how to impart that understanding to your workforce.
Have you ever contacted a business to get help in regards to the product you've purchased, only to be treated as if you’re wasting the representative’s time? We all have. How much did that experience make you want to do business with that company again? In many cases, customers refuse to give repeat business based on the bad customer service. But beyond even that, the presence of easily accessible reviews means that a single bad customer service experience can end up costing a business substantially more than the price of a single customer.
Unfortunately, exceptional customer service isn’t something that comes naturally to most employees. Instead, it is a skill that must be learned. As such, it is the responsibility of the organisation to supply the kind of high-quality customer service training necessary to provide customers with positive experiences.
In order for a company to offer excellent customer service, it needs to focus on training its workforce in these five areas:
You can have the best product in the world, but it will be of little use if your employees don't have the customer service skills that will encourage consumers to come back again.
The key to any company is return customers, thanks to the value of not only repeat business, but also the impact of positive word-of-mouth marketing. In other words, if you want to positively affect your bottom line, make sure that you are focusing on training your people to interact as positively as possible with your clients. After all, customers are what keep you in business, so teach your customer service agents the skills they need to treat them right.
The best way to see how Salesforce is revolutionising customer service is with a guided tour of Service Cloud. With the guided tour, we can show you how Service Cloud shines in several common use cases and scenarios.
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