Woody Allen as soon as said, “80 % of success is simply showing upward. ” To that particular I might add, “80 % of customer support is simply being good. ”
This suits in nicely with my personal recent concentrate on the simpleness of customer support. Not in order to over-simplify, however really, being good is vast majority of customer support. With nevertheless, however, there’s still the residual 20 %, which includes two extra elements: company operations, and the caliber of your service or product. Being nice is important, but alone, it isn’t enough.
Business operations would be the processes it takes to operate your organization – production, warehousing, sales, hiring, and so forth. These occur behind the actual scenes and therefore are not the main customer encounter, but these people do affect customer support. They are essential processes to creating a product as well as delivering it for your customers.
The additional element is the caliber of your service or product. This will be different among companies based on the customer’s anticipation. If the client pays reasonably limited price to have an expensive, name-brand view, he may expect this to last for a long time. If he accumulates a inexpensive watch in a discount shop, his expectations will be different. He may put it on for some weeks or even months, then dispose of it once the band breaks or cracks or the actual timepiece halts working. Either way, there is really a certain high quality standard that’s expected.
Once both of these elements have been in place, after that comes the actual “nice” component – the actual delivery. Despite a high quality product as well as superb company operations, the frontline customer support experience continues to be the most crucial part from the mix. Keep in mind, it is actually 80 % of customer support. Make sure those in charge of the client experience know about their part and from the importance associated with delivering mindful, courteous support.
Are a person realizing the actual impact which being nice might have? Because associated with nice individuals providing a fantastic experience with regard to customers, people can pay more and be loyal towards the brand – be it for a walk at Starbucks or perhaps a steak from Morton’s.
Let’s say your business is definitely an online business only? You nevertheless control the client experience. Here you have to provide a pleasing experience through keeping your website easy in order to navigate as well as understand. Take a look at online store Zappos.com. Its customers know that they are valued – even though they are shopping online, every page of the website features a phone number customers can call if they have questions or problems, or if they need assistance with an order. It’s an important part of their customer service.
Customer support can arranged you aside from your rivals. Though you might be one of numerous companies offering a specific product, you are able to differentiate your self through your degree of service. As well as, yes, it truly is pretty easy – simply being good is over fifty percent the fight.
So, mix successful company operations, a high quality product along with a pleasant shipping and you’ve got a plan sure to maintain customers happy and returning. Now, isn’t that easy?