Establishing a Customer Service Culture

建立客户服务文化的八个关键步骤

Customer Service Training

在反思后，大多数与不满客户的互动不是穷产品的结果，而是令人失望的客户体验。

这是为什么？

Because, a product is not personal, customer service is.

Establishing a Customer Service Culture

简而言之，我想与您分享八个关键步骤来建立客户服务文化。

"Every company's greatest assets are its customers because without customers there is no company"
Erwin Frand.

在我们最近的经济疲软期间，许多企业已经看到收入下降和预算下降。

预算下降往往导致减少员工水平和减少服务。对我来说，这没有意义。

Competitive Service Advantage

我相信这是在服务中应该是最前沿并保留忠诚客户的焦点。当价格战不驾驶收入时，企业往往会寻求服务，以给他们竞争优势。

Many big business marketers are returning to a "service sells" mentality, however, many sell great customer service and few deliver. The problem is that few marketers have ever truly served a customer.

True Customer Service

Throughout my years in business, I have had the opportunity to interact and develop a customer service philosophy. It is inherent that when you are in a service-based business, there will be times when your customer is compelled to offer you their feedback. It is what you do with this feedback that will shape the future and their impression of your business.

Upon reflection, most of my interactions with displeased customers were not the result of a poor product, but rather a disappointing customer experience. Why is that? Because, a product is not personal, customer service is. Briefly, I would like to share with you eight critical steps to establish a customer service culture.

1.客户是工作的原因，而不是中断工作

This sounds really obvious, doesn't it? How many times have you gone into a business only to wait while someone is on the telephone or busy doing some "non-service" task?

员工经常忽视客户的重要性，并在较鲜明的日期任务中消耗。当然，有需要完成的任务，但你不能承担牺牲服务以使他们完成。良好的客户服务必须是您和您的团队的优先事项。没有你的客户，你没有公司！

2. Train, train, and continue to train

Cross-train your entire staff to be able to assist a customer regardless of their department. When a customer becomes upset they want their problem solved not to be shuffled between employees that are not empowered or enable to assist them.

为您的员工提供持续的客户服务培训，一旦提供良好的服务，继续培训他们。

Utilise role-play situations to assist your staff in recognising and experiencing both easy and difficult service opportunities. If an employee has a level of comfort with a difficult situation, they will be able to better handle it.

3. Empower your staff to serve

Establish a system of resources for your staff to serve the customer. Allow them latitude to take the necessary action to provide exceptional service and resolve any issues should a customer become disgruntled. Create a structured system to allow your staff to serve customers.

建立酌情预算，员工在丢失之前可以获得恢复客户。我最近了解到，一家主要的酒店连锁连锁店每年提供货币基金，每位员工都可以通过以上及以后，以确保卓越的服务。

这使员工赋予了错误或创造了“令人难忘的”客户体验。我不是在倡导大笔资金，但关于客户服务，小小的姿态可以走很长的路。

询问您的员工将使他们能够提供更好的服务。没有适当的设备，你不会将消防员送入燃烧的建筑物。未能授权并使您的员工使用必要的工具来服务您的客户，而不是差的服务以外的一些选择。

4. Make service personal

如果可能的话，按名称迎接客户。

Offer a handshake and introduce yourself. Creating service that is personal will not only retain customers but help diffuse difficult situations should they arise.

Thank your customers for their patronage. It really does make a difference.

5. It is ok to say "Yes", even when you should say "No"

支持您的员工在客户服务决策时。在我的业务中，我的政策是员工可以在不担心反响的情况下，只要他们满足客户的需求即可。

我发现这会让客户创造更愿意为客户服务。

通常，您可以对客户说“不”，但是，“否”可能对您的业务产生巨大影响。问自己，“我愿意由于这种互动而潜在损失10家客户吗？”

6.提供解决方案

从问题转移到解决过程。

Offer a choice between several options.

把自己放在他们的位置。

Involve the customer in determining the solution.

清楚地解释存在的任何限制。

7. Recognise your staff members for outstanding service

Implement a customer service awards program that recognises employees for exceptional customer service. Maybe you have tried these without success and do not believe that they work. I would tend to agree if the program were like most I have seen.

尝试不一样的东西;打破了莫ld. One of my most successful clients offers spa treatments for his female employees if a customer goes out of their way to recognise them for great service. Another client provides his employees with a "day off with pay" incentive for every five unsolicited, positive customer comments that he receives. These are just a few examples that are "outside the box." Be creative and generate a little excitement in your staff for customer service.

花点时间致谢员工会议。人们想要留下他们的标记并觉得他们很重要。花时间在他们面前识别他们可以做出真正的差异。

8. Ask your customers what they think of your service

The best way to find out if you are satisfying customers is to ask them. Formal efforts could include customer surveys, questionnaires, interviews or comment/suggestion cards. Informally, get out and talk with your customers and your staff. Ask them how they feel about the service you are providing. Ideally, use a combination of both methods.

你可能会想，“我为什么要问问麻烦吗？谁知道我是否会听到什么？”这就是我想说的。正如您将在下面的统计数据中看到，大多数客户不会对您的服务水平发表失望。他们将只是离开，永远不会回来。

如果你不询问你的检修质量e, you might make the wrong assumptions and feel that you can reduce service levels because you get few complaints and lead your organisation into areas that turn off your customers or cause problems that you never intended. On the other hand, asking your customers about their satisfaction sends a message to them that you care about your business and about them. While you might hear some criticisms, you might also learn what you are doing right and see what you should modify.

Customer Service Opportunities

In addition to the information, you will benefit from the interaction. Every interaction is a customer service opportunity.

Make the most of each and every one.

Most of us continue doing business with people and businesses who give good service. We might not say anything, but we reward good service providers by continuing to do business with them. If the service is outstanding, we will probably tell our friends and colleagues about it. Likewise, when we receive poor service most of us vote, not with our voice, but with our feet - we just leave.

In the 1980's the White House Office of Consumer Affairs commissioned a report called the TARP study. The report revealed the following facts about unhappy customers:

96% of dissatisfied customers do not complain directly.
90% will not return.
一个不幸的客户将告诉九个其他人。
13% will tell at least 20 other people

Superior customer service is one of the most difficult deliverables facing the business world today. Selling service is the easy part, delivering on that promise offers a tremendous challenge. So I ask you, what can you do to improve the service you provide?

Implement these eight steps and begin to excel at providing a superior customer culture today!

This article was contributed by Anthony Mullins is the President and Coach for The Elite Coaching Alliance.