I had an opportunity to gain first hand knowledge of what customer service and delivering an exceptional customer service experience means. These talks gave a perspective on how the business owner feels about their customers. The owners talked about what they consider exceptional customer service to be. They gave insight on how the service is delivered to their customers.
It is interesting and reassuring to know that even though the businesses I interviewed are completely different. They all share the same feelings about the customer.
In the interviews. I asked four questions.
As a consumer or provider of a product/service, what determines exceptional customer service?
How do you feel when you don’t receive great customer service or when your customer’s have not received great service?
Is the customer always right? If so why if not, why?
How far are you willing to go with your customer to maintain the relationship?
Let’s see their feedback.
Polished by Mistey – Independent business salon owner
I want to create a bond, a friendship with the with the customer. It means a lot to a person when you remember what’s going on with the customer.
Apologize with sincerity and engage the customer in a positive way so they will return to do business with you.
It depends on the scenario and you have to be careful that the customer does not take advantage. Never argue with the customer.
Go the extra step (above due diligence) to research the problem and educate the customer in a positive way so the business relationship is maintained.
Points to remember
Create a bond
Engage the customer
Creole 2 Geaux – Authentic Creole food truck business owner
Listening to my needs? Did they pay attention to me? Are you seeing what is going on with me? Attentive. Being on the lookout for something that I don’t know that I necessary need. Paying attention to customer queues. Body language. Smiling. Building the rapport. The customer deservers it. Making it right . The internal customer is key to keep engaged. They help hold the business together.
Angry, unappreciated. The customer service is what makes us a 5 star truck.
Not always right, but you have to show empathy in engaging with the customer. You have to put yourself in their shoes. Do not argue with the customer.
Above and beyond. Send texts, discounts to preferred customers. Share location to customers on where my truck will be. Treat like family. Reward program.
Points to remember
Pay attention to the customer
Remember the internal customer
Beau Burton – State Farm Agent
Going above and beyond what the customer expects. Not delivering the status quo. Setting the customer up for success.
Disappointed and we have to do better.
Not to focus on what we can’t do, but what we can do. In most cases it is an misunderstanding of what the customer has interpreted an argument is never won by either side. You can’t argue with the way a customer feels.
Find a common ground. Focus on the things we can do. If the needs cannot be met, maybe an alignment with another resource will satisfy the customer. I’m not going to make a promise that cannot be upheld. Maintaining a customer relationship is of paramount importance if mutually beneficial to both. I have the customer’s best interests at heart. Work to educate the customer.
Points to remember
Go above and beyond what the customer expects
Educate the customer
Focus on what can be done for the customer
Find common ground
Well, there you have it. The people in this interview have never met one other. However they all have the same feelings about customer service and the customer experience. The customer is what drives the business. Without the customer the business could not survive. It is vital that the points to remember outlined are committed to your memory and reflected upon when interacting with the customer. Customer service is about how you treat the customer. We all want to be treated with kindness, respect and above all valued as an important consumer of the goods and services businesses have to offer.
Thank you for taking the time to read my post. If you have found the information customer service important please share. #customerserviceisreal