Businesses aren't successful by chance. Someone, who may be you, has to focus and have the vision for what it takes to thrive in today's economy and to continue to provide exceptional service to a demanding consumer market who has high expectations. Might sound complicated, but let's make it easy and go back to Basics 101. How about you simply embrace and teach our "FOCUS" concept, which is a simple method that truly focuses on successfully serving your customers? It always comes back to paying attention to service and delivery when you want to move your needle of success and increase your sales. Right?
In one day, I had three disturbing customer service exchanges that left me wondering ~ why are some businesses making this harder than it has to be? Three different businesses: a bank, a retail business, and an airline. One very clear take away, I felt invisible. Each exchange was smothered in handling the process and moving things to closure, vs. recognizing the person in front of them in need of help.
Mastering customer service requires you to first master customer conversations. Why? Conversation is the foundation of the customer experience. Each time you communicate with your customers you are paving the road that defines the future of your relationship with them. Your goal is to travel a long road with them, so you need to ask yourself if your conversations are building trust, moving you closer to more sales, effective with resolving questions/concerns, and more.
How are you maximizing your business' customer service through social media? Do you have eyes on all platforms?
These days, businesses must have a dedicated social media employee or team to monitor any and all comments and complaints that cycle in. Approximately 70% of customer service complaints made on Twitter go unanswered by the tagged businesses. This is a perfect example of poor customer service, and social media is changing the customer service world by making complaining as easy as 140 characters or less.