This past weekend featured one of the most nail biting and exciting football games ever. Depending on “your team” it was either a great disappointment or a fantastic victory. Either way it came down to the last few seconds before the outcome was sealed.
The very best play may be argued for years to come, but the game as a whole was one with delights for both sides as the lead moved back and forth.
“Never give up,” was on display through-out the game. The old football saying of “A pass can have only three outcomes and two of them aren’t good” was driven home in the last few seconds of the game. If you think complete, incomplete or intercepted, you can apply that to your businesses’ customer service as well.
How well does your team execute when it comes to your customer service delighting your customers?
Most companies strive to satisfy their customers. That’s why they run customer satisfaction surveys to see if they are succeeding. But is customer satisfaction a worthy goal? I believe satisfaction is the bare minimum of what a customer should get in their experience when interacting with your company.
In restaurants, only a small handful of customers complain in the hopes of getting a discounted meal or free service…but most people only express a concern if they truly feel unhappy or uncomfortable. Show personal attention when someone has a complaint. Don’t just dismiss it with lame excuses. Ask questions to determine the root of a problem, and ask for their input on a resolution. Then tell the person how you plan to fix it, and follow up to show them what you’ve done.
When you don’t delight your customer and they move to social media to express their displeasure. You now have numerous potential customers making their buying decisions based on just one side of the story and I assure you their side is never complete, kind or perhaps even truly honest.
Using the right IT Service Management Software to track your customer interaction with your business will be the baseline for your success.
Don’t just make assumptions about who your customers are and how they respond. SMART Service Desk will provide the data to make the right choice in these interactions. People love to serve as ambassadors for their favorite brands, help them make that happen. It will be to their delight and yours.
Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
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