Nowadays, it’s not uncommon for companies to buzz about customer service. In fact, almost all companies, whether big or small, have put in place one form of customer service tool or another. Some firms have taken the usual customer call center route while others have even gone the high-tech way and placed an automated system to “serve their clients more efficiently”.
But as the folks at entrepreneur.com say, “these days, providing customer service is not enough”. Heck, everyone does it, as we mentioned above. So it would be a great step forward if your business were to “go above and beyond” typical customer care. How do you do this, you ask? You might want to start by putting yourself in your customers’ shoes.
Try to think back on the times when you were, indeed, a client and recall both the pleasant and not-so-good experiences. These will help you know what to avoid and what to do to try and please your clients. Of course, we all have different tastes, needs, and demands. But at least you’ll have an idea on where to begin. Once you set out, get personal with your customers. This doesn’t simply mean getting to know them by their first name.
Loyal readers may recall a story we related a while back about Gerard, who was pleasantly surprised when his bank’s online phone banking agent personally called him back after a shorter-than-expected time to inform him that his Internet banking password had been reset. While this may be the agent’s job, you say, you’ll be pleased to know that this came about after the bank’s computer system refused to work properly during their phone session earlier on. While most other big banks would have left Gerard and others like him in the dark to fend for themselves, the aforementioned scenario is a simple yet very powerful example of what it means to go above and beyond the call of customer service.
And that, to us, is what wins customers’ hearts—especially in this day when the words “customer care” are taken just a bit too much for granted.