How to Deliver First Class Customer Service
Excellence in service is an ongoing and continuous process. In this article, we discuss the key elements on how to deliver service elements by implementing of which the first-class service can be delivered.
First class customer service is not something you arrive at all of a sudden on account of research, years of experience or practice, neither is it an event. Rather, it is a deliberate effort and commitment your business makes to consistently create the kind of experience it wants for its clients.
First class client service is Continuous; Constant; Persistent; Ongoing.
As the word commitment implies, it is not temporary—you must be dedicated to it persistently. For excellent client engagement to happen, leaders must first succeed in engaging employees which in turn trickles down to the customers.
Most companies make several promises to their customers; they go to any length to attract customers to do business with them, but what happens next? It is very easy for any company that has a way with words and charisma to lure customers into giving them a chance, however, the clients whose hearts belong to are the companies that deliver their promises.
Genuine loyalty begets genuine loyalty. As a leader, you must keep this in mind: you must first offer your customers what you want them to offer you. If your desire is for them to commit ceaselessly to your business, then you must ensure that your business is ceaselessly dedicated to them. It is pretty simple and straightforward, and there’s nothing secretive about it. So, the next logical question should be, ‘how do I go about achieving that?’
How to Achieve Continuous improvement and the first –class service.
Ultimately, the goal of excellent service delivery is not to become complacent. Your clients keep changing, so there’s no reason you shouldn’t. Even the external environment, economy and industry never cease to change, so what’s your excuse? There are a variety of ways on how to build progress perpetually but below are my top three tips:
You must be intentional and deliberate about rendering first class service, never assume it is something that will occur in due course. Every week or every other week, schedule meetings with main teams, continually express, communicate and reiterate your unending commitment to delivering excellent customer experiences. You have to work together with your teams to achieve this. Very often company leaders talk about wanting to offer great customer service but only very few do something about it. You must lead the way, and walk the talk.
If you don’t control and evaluate it, how will you know for sure you’re improving? Never assume you will know automatically when things become different, instead take action toward assessing the steps taken by your organization. Not measuring deliberately will make it impossible for you to recognize when your employees are behaving differently, when consumers are being served better, and the exact steps influencing your result. Irrespective of what occurs, it is imperative that you understand the reason how it came about. The next step is making use of the information. Most organizations just file away the information until the following month. Most importantly, engage your employees with communication, recognition, coaching and training. Also, empower them to solve problems.
The first two ways how to show you are continually committed to delivering first class buyer service is deliberately setting out time and meticulously taking note of the progress made. However, it is the third and the most critical method that will make you succeed in the long run. Revisiting your original promises frequently helps to reiterate how important they are, bring them up to date, make adjustments when necessary and make merry when there’s progress! You will discover that your team is engaging the customer positively and proactively.
Schedule, measure and revisit; it is a continuous cycle that never ends. First class service is all about improving continually and getting rid of what’s not working. There is a saying, “Keeping a client requires as much skill as to win one.”