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Customer Mission Statement: Put The Customer At The Center Of What You Do


The customer should never be an afterthought. Your customer’s requirements and needs should be at the core of everything that your business does, so always work in this way, thinking first and foremost of your customers rather than what you perceive the business needs. That is the same with your marketing approach: it should be about how to engage with your target audience.
Putting customer firstThe fact is, users, understand when they have been put first, and understand very well when they have not. If you value what your customers think and say about you, and want to build repeat business, it is essential that you are recognized as a business that has a customer focus, which means everything from great customer service, to doing everything possible to fix things if and when they don’t work out (which happens).
Don’t Make Promises You Can’t Keep
It is imperative that you deliver on your promises, every single time. A broken promise cannot be recovered from, so just don’t do it. What kind of promises can you make?
Well, you can promise to always put the customer first, and work to this end, but you may not be able to promise that you always deliver the best price, because there is always someone somewhere who may undercut you.
Be realistic in what you promise: customers are experts at spotting an empty promise from a mile away,” says Russell Gomes, a marketing analyst at Write My X and Brit Student.
Deliver With ConsistencyOne central aspect of good customer experience is being consistent in how you deliver. What customers want to see is an approach that they can become familiar with and rely upon.
No one likes surprises when it comes to business, and so prevent these from occurring by having a well-defined and trained approach to delivering on customer experience. That means defining roles and responsibilities from the very beginning, and training staff to work to that end, with a series of checks in place which prevents anything falling between the cracks.
Regularly Audit Your Customer Service Experience
The secret shopper approach is a popular means of gathering valuable feedback on customer experience, and is employed by hotels and restaurants around the world. It’s a tried-and-tested approach, but is by no means the only one when it comes to auditing your customer experience.
Regularly auditing and testing ensures that the systems you have put in place are working as seamlessly as possible, and tweaks can be made where necessary. Once again, this is all about having the commitment to deliver fantastic customer service.
Invest In Your StaffThis point has already been touched upon in the form of training, which is certainly an essential ingredient for delivering great customer experience. However, it is certainly not the only element.

 A staff member who feels valued, rewarded and motivated is much more likely to deliver the levels of customer service that you desire.
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Job brief for a customer service representative

The following are duties and responsibilities for a customer service representative: 

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

  • Managing incoming calls and customer service inquiries
  • Generating sales leads that develop into new customers
  • Identifying and assessing customers’ needs to achieve satisfaction

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

Customer Service Responsibilities list:

  • Manage large amounts of incoming calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers

Requirements

  • 1. Proven customer support experience or experience as a client service representative
  • 2. Track record of over-achieving quota
  • 3. Strong phone contact handling skills and active listening
  • 4. Familiarity with CRM systems and practices
  • 5. Customer orientation and ability to adapt/respond to different types of characters
  • 6. Excellent communication and presentation skills
  • 7. Ability to multi-task, prioritize, and manage time effectively.

Measuring Customer Satisfaction Without Surveys

Measuring customer satisfaction doesn’t have to be complicated or expensive.

In fact, it’s fairly simple to incorporate customer satisfaction measurement into your current customer success strategy. Besides the use of surveys, brands can measure customer satisfaction by monitoring and analyzing other metrics such as social media sentiment (to see what customers are saying about the brand), frequency of complaints or enquiries, level response to loyalty promos (coupons or seasonal sales) and frequency of repeat purchases by the customers. 

Have you ever been upset about an interaction you’ve had with a company? It probably happens with more frequency than many of us would like to admit, and it could be in your personal life or with your business. What did you do about it?

Many people, of course, just chalk it up to how things are and don’t think much about it. There are others, however, who want to flex their level of displeasure and want to let others know that what happened isn’t right — and that it wasn’t fixed, either.Thanks to social media and the internet, you can now share what you feel and hopefully persuade others to avoid that same situation.

But therein lies the problem and the peril with social media. If you don’t manage your customer service interactions or you have a call centre that’s less than dedicated to doing a good job, your brand could very easily find itself with a negative situation that goes viral.

Many call centres haven’t really figured out how to adequately measure all the different forms of customer feedback and their level of satisfaction. They’re relying on old-school methods and measurements. But then all of a sudden, one person’s experience that went poorly becomes an experience that everyone is keen to avoid. It goes viral.This makes it important to understand how your customer service department is doing and how you can improve it. You must measure various pieces of the customer satisfaction puzzle. The specific solution isn’t necessarily the important part here.

The important part is stepping back and saying, “If we see that a segment of our customers is unsatisfied, what will we do about it?” Feel free to share and drop your comments on the comment segment below.

Meets your customer’s need with a designed experience

What is necessary is to listen to your customers: understand their needs, expectations and jobs to be done, and design an experience that meets those needs. The same goes for your employees.

This is why you have to upgrade your user, not your product. Value is less about the stuff and more about the stuff the stuff enables. Don’t build better cameras — build better photographers.
Fabulous Customer Service’ sounds user-centered but it’s often just a company-centered focus masquerading as user-centered. The role of customer service is to support and enable users to not just feel better, but to be better.

You will achieve this if you understand that, Customers long to interact with and even relate to employees who act like there is still a light on inside. Customers who love you won’t be able to stop raving about you. But you have to earn the right to their story first.
The magic formula that successful businesses have discovered is to treat customers like guests and employees like people, so the truth is all businesses need to be young forever. If your customer base ages with you, you’re Woolworth’s.

Feel free to add your comment on the comment segment below and share as well.

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