What sets you and your team apart in your company? What sets your company apart when competing with the competition? I conducted a simple survey on LinkedIn the other day. The majority of the respondents said the primary differentiator was customer service.
I’m guessing you are not surprised by this. I would be willing to bet that your teams would not be surprised. But how do our teams create a meaningful customer experience that leads to results? Do they just know or should they be trained on how to do this?
Too often, our team members rush to resolve issues especially if the customer is “energized” (upset). “Stuff” is made up to quiet or calm the customer. And then the next person who encounters the customer is forced to address that “stuff” before even getting to the initial issue.
I have led teams that were customer-facing as well as “back office”. A few years ago, I crafted the following to create the most meaningful customer experiences that lead to results – customer satisfaction, sales and cross-sales, customer loyalty, customer referrals, etc. It is, in my opinion, a common sense approach. A seasoned team member will be able to navigate this process to build solid relationships with your customers. A new team member will be able to understand this and become a successful customer experience provider.
Here it is:
From my experience, many team members want to ACT first. They are anxious to take care of the customer, meet needs, etc. But when they jump to ACT too soon, they miss out on so much that the customer needs. The process above puts the customer first, leads the team member to connect with them, provides information for the team member to ACT in a way that makes sense to the customer, and then follow-up/follow-through to further connect with the customer.
This process has been used in a financial institution. It has been used at universities with college recruiters. It works. It must be managed, observed, and coached. But it works. Customers will feel this. They will respond. They will grow more loyal. You will see results.
Try it. Let me know how it goes. I love hearing stories of success! Share yours here.