Under promise and over deliver …
Do you really know just how happy your clients are? Do you deliver what you promise in a timely manner? Or do your clients perceive that you really do not care?
Did you know that only 7% of existing customers that leave you, leave because of the price, whereas 63% leave because they perceive that you do not care about them?
In today’s fast-moving, competitive market, it is more important than ever to ensure customer delight, gaining a competitive advantage and staying ahead of the game.
In genuinely customer-focused businesses, customer delight is part of the culture and make-up of the company. It’s the paradigm, “the way we do things around here”.
It’s about exceeding customer expectations, and in many organisations that can be as simple as:
Creating the WOW factor
Fulfilling the need
Delivering to specific standards
Timeliness and quality of service
So, do your employees have the customer service skills required of them to ensure customer delight and gain that vital competitive advantage?
A lot of patience
When dealing with customers on a daily basis, stay patient when they come to you stumped and frustrated, but be sure to take the time to honestly figure out what they want.
Good focus and attentiveness
The ability to really listen to customers is crucial when providing excellent service. What are your customers telling you without actually saying anything?
Clear communication skills
When it comes to relaying essential points to customers, keep it clear, simple and leave nothing to doubt.
Without knowing your products inside out and back to front, you won’t understand how to help customers when they have problems.
Use of positive language
The language you use is a hugely important part of persuasion, and customers will create perceptions about you based around the words you use.
Good acting skills
Every good customer service representative will have the acting skills they need to maintain a cheery persona when dealing with grumpy people.
Excellent time management
Don’t spend time going above and beyond for a customer if you’re just going to end up wasting both of your time.
Ability to ‘read’ a customer’s mood
Look and listen for subtle clues about their current mood, patience level and personality then mirror the way they are talking to you.
A calming nature
The best customer service reps know that they cannot let an angry customer makes them lose their cool. It is their job to be calm for the customer who thinks the sky is falling in.
Very goal oriented
The goal is to delight the customer. Sometimes, this means making decisions on the fly, so support the caller with pre-planned options and guidelines for their use.
Able to think outside the box
Sometimes, you’re going to get a customer with an issue that hasn’t been heard of before, and there are no guidelines to deal with it. This is when you need to be empowered to make a decision on best how to help the customer and run with it.
Good at persuasion
It’s not about making a sales pitch in every email or call, but it’s about not letting potential customers slip away if you can’t create a compelling message that what your offering is worth buying.
A great work ethic and a willingness to do what needs to be done is a crucial skill when providing the kind of service that people talk about.
Good at closing
Ending a conversation with a happy customer is essential in the drive for customer delight. Ok, maybe you can’t solve every issue there and then, but you can strive to get as close as possible.
A willingness to learn
Whether it’s building products, marketing businesses, or helping customers, if you don’t invest in yourself you will get left behind by the people who are.
It’s far more than just managing expectations. Customer delight occurs when a business delivers a customer a strong, positive experience that exceeds their expectations.
This positive emotional response is what leads to repeat buying, loyalty and word-of-mouth referrals. Delighted customers are five times more likely to repurchase from you than just satisfied customers.
According to the American Express Customer Service Report, more than 50% of UK customers will spend more on products and services if the service experience was guaranteed to be first class.
It shows that on average, UK consumers will pay a premium of 7% for the privilege of good customer service and 70% state they would do more business with an organisation that offered decent customer care.
“Does working with your team to encourage customer delight now sound more attractive to you?”
Would you like learn how to increase your profitability, customer retention, repeat business and competitiveness in today’s market of increasing customer expectations?
You may feel that now is the time to give me a call on 01280 700405or click here to ping me an email and let’s see how I can help you.
Until next time …
If you’re looking for a partner to help grow your business, visit www.4pbusinessdevelopment.co.uk to discover how 4P Business Development can help you!