A Raving Customer
Every business strives to differentiate itself as being the only one to do what they do. Consumers are smart enough to know they have choices. If quality and pricing of a product or service is competitive, they'll most often select a firm with stellar customer service. Why help out your competitor's business when the mission is to build customer following and loyalty.
Providing beyond-stellar customer service is more than words, its action. The experience at a regional tire company is so phenomenal, that it sets itself apart from its competitors. They make sure your concerns are addressed expediently and professionally, and more importantly, you feel you'll not be taken advantage of. I am a raving fan because...
1. Minimal waiting time. They over staff to ensure customer wait time is as little as possible. Obviously the cost of over staffing is out weighed by repeat business and referrals. Ultimately they value the customers time.
2. Thorough examination. A more accurate understanding of the problem is best served by an onsite evaluation of the situation. The customer knows there is a tire issue, but to what extent is where experience and knowledge play an important part.
3. Expert consultation. Unquestionably, safety is the prevalent topic upon discussing the options to solving of the tire issue. The customer will be educated on the recommendation, and it's not based on getting a larger sale, but on other factors such as safety, comfort, quality, affordability, comparison, style and preference.
4. Quick account access. A single-entry, phone number, giving access to customer's account, if they previously bought from its network of locations. History, if any, is viewed by a trained customer service representative, which go hand-in-hand with expert consultation. Using of a central database makes for a powerful interaction between rep and customer.
5. Best price, best quality, best follow up. A quick inventory search would show if the product is in that location or it needs to come from another store. In this case, out of stock does not mean up sell to a more expensive product. If the product is available within the network of stores, that's what will be sold.
6. Privacy. Rather than vocalizing about price and other sensitive data, turning the computer monitor around for the customer to view the information is perceptually powerful. It makes the customer feel not only important, but that the rep is concerned about privacy. Think about the underline message—they care about protecting your information.
7. Accurate time estimate. How many times is the estimated time you get only to make you feel good about waiting? When in fact, the rep knows it will be much longer. An accurate estimate of when your car will be ready enables you to plan the next activity time. Again, satisfying a customer is at center of customer service.
8. Customer salutation. Being courteous and professional is not what you would expect from a tire company. Being addressed properly is being courteous. The tone of voice and the manner in which one is announced is professionalism.
Conclusion
One does not need to read tons of books or to attend at adnauseam workshops on customer service, just simply examine how you are treated as a customer. Learn from that experience, good or bad, and set your business up to create a community of raving fans.
Providing beyond-stellar customer service is more than words, its action. The experience at a regional tire company is so phenomenal, that it sets itself apart from its competitors. They make sure your concerns are addressed expediently and professionally, and more importantly, you feel you'll not be taken advantage of. I am a raving fan because...
1. Minimal waiting time. They over staff to ensure customer wait time is as little as possible. Obviously the cost of over staffing is out weighed by repeat business and referrals. Ultimately they value the customers time.
2. Thorough examination. A more accurate understanding of the problem is best served by an onsite evaluation of the situation. The customer knows there is a tire issue, but to what extent is where experience and knowledge play an important part.
3. Expert consultation. Unquestionably, safety is the prevalent topic upon discussing the options to solving of the tire issue. The customer will be educated on the recommendation, and it's not based on getting a larger sale, but on other factors such as safety, comfort, quality, affordability, comparison, style and preference.
4. Quick account access. A single-entry, phone number, giving access to customer's account, if they previously bought from its network of locations. History, if any, is viewed by a trained customer service representative, which go hand-in-hand with expert consultation. Using of a central database makes for a powerful interaction between rep and customer.
5. Best price, best quality, best follow up. A quick inventory search would show if the product is in that location or it needs to come from another store. In this case, out of stock does not mean up sell to a more expensive product. If the product is available within the network of stores, that's what will be sold.
6. Privacy. Rather than vocalizing about price and other sensitive data, turning the computer monitor around for the customer to view the information is perceptually powerful. It makes the customer feel not only important, but that the rep is concerned about privacy. Think about the underline message—they care about protecting your information.
7. Accurate time estimate. How many times is the estimated time you get only to make you feel good about waiting? When in fact, the rep knows it will be much longer. An accurate estimate of when your car will be ready enables you to plan the next activity time. Again, satisfying a customer is at center of customer service.
8. Customer salutation. Being courteous and professional is not what you would expect from a tire company. Being addressed properly is being courteous. The tone of voice and the manner in which one is announced is professionalism.
Conclusion
One does not need to read tons of books or to attend at adnauseam workshops on customer service, just simply examine how you are treated as a customer. Learn from that experience, good or bad, and set your business up to create a community of raving fans.
