And with all of the customer touch points out there and all of the channels consumers have for obtaining goods and services we need to step-up our game!
Customers now have the expectation you’ll provide nothing less than exceptional customer service..!
“Your company is no longer being compared to just your competition. Your customers compare you to the great service they had at the restaurant they ate at last night – or any other company inside or outside of your industry that provided them with a good customer service experience.” Shep Hyken
Elements of Exceptional Customer Service Includes
- A staff with a passion
- Employees that have a smile (even on the phone)
- A staff that have your customer’s interest at heart and understand your businesses culture
Great Customer Service is An Attitude!
- Listening and confirming what has been said is key. People don’t care how much you know, they care about how much you care. Too often we’re not listening, we’re waiting to talk. When it is your time to talk be aware of your communication style and potential pitfalls (ummms, body language)
Remember that 55% is tone, 38% is body language, only 7% is words
- Using a positive language: it greatly affects how the customer HEARS your response
Example one – “our ‘x’ language instructor can’t teach you and is unavailable at this time to answer your questions”
Example two – “our ‘x’ language instructor, who will be perfect to teach you this course, is available for you in two days time. Until then he/she can answer some of your question by email”
Demonstrate to your customer you will do what it takes to deliver a product or service that meets their needs and wants.
Customers are people too, and knowing that putting in the extra effort will come back to you ten-fold.
Please contact your PADI Regional Manager if you wish to know more – or if you are interested in a Customer Service Training session.