Customer carrier is a massive deal about how a business is perceived and what sort of it succeeds. The guru of customer service and exceptional customer reviews, Shep Hyken, joins us on the display to share his unique attitude on how customer service needs to be achieved. He stocks how comfort is an age-old advertising approach that could revolutionize your commercial enterprise and lifestyles if applied properly.
Shep gives us treasured perception from the top businesses he has discovered and labored with firsthand. From seeing how convenience may be revolutionized at some point in time, Shep will display you the way this will be implemented and performed with excellence. He explains the six standards of convenience, discusses how headaches in customer support were done correctly, and plenty more.
WHAT YOU’LL LEARN IN TODAY’S EPISODE:
- How Shep determined that specializing inside the consumer enjoy was where he was meant to be.
- How his mother and father shaped the way he thinks.
- An evaluation of the charming history of comfort.
- The complications of convenience and the way distinctive agencies deal with it.
- The six concepts that make an enterprise revolutionarily convenient.
- Defining friction and what it looks as if to reduce friction with clients.
- Examples of comfort in special industries and the way it’s miles achieved in innovative ways.
- Delivery studies that are sport changers.
- The importance of continuously studying and studying.
How Shep is finding stability along with his training and speaking agenda. Wikipedia defines Customer Service as the act of taking care of the customers’ needs by providing and delivering professional, helpful, high-quality service, and assistance before, during, and after his/her requirements are met. One of my favorite Customer Service (CX) gurus, Michael Falcon, defines it as “an action within an entire customer experience; and to achieve an excellent experience, every touchpoint from beginning to end must be exceptional.” Take note that this definition of Customer Service gives rise to its particular ingredient, “touchpoint,” which means, every point of contact with a customer (face to face, phone calls, emails, ticket logs, etc).
On the other hand, Turban (2002), defines Customer Service as “a series of activities designed to enhance the level of customer satisfaction — that is, the feeling that a product or service has met the customer’s expectation.”
Apparently in these concepts given by the experts, common factors in Customer Service surface: action/delivery, care, and meeting customers’ needs. Also, there is frequent usage of superlatives such as exceptional, excellent, highest quality, and the like.
In a nutshell, Customer Service is any action on all customer touchpoints, where we deliver our knowledge and abilities to customers to meet their needs and expectation excellently. It is a cornerstone to a customer experience (CX) strategy. It is a balance of commendable acts between delivering service (which includes best practices and agent experience) and satisfying customers at a cost. It is about how an organization delivers its products or services in the most humanly satisfying manner, as pleasurable as possible.
What kind of service is needed then? Answer: we need superior service to be delivered at any touchpoint, for “Good is no longer good enough.” To quote Ron Kaufman once more, “What was good enough for yesterday, isn’t good enough for today. What’s good enough for today, won’t be good enough for tomorrow.” This is so because of the fast-changing business world. It is very important to keep climbing the ladder of service level to keep up with the competitive environment. Being close to your customers and really anticipating their needs as even their wants and needs also change quickly. “The business world is always unpredictable,” as they say it. This gives us more reason to get even closer and know our customers even better.