{"id":1611,"date":"2015-04-26T16:19:57","date_gmt":"2015-04-26T16:19:57","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?p=1611"},"modified":"2015-04-27T22:08:15","modified_gmt":"2015-04-27T22:08:15","slug":"how-to-revolutionise-your-customer-service","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/how-to-revolutionise-your-customer-service\/","title":{"rendered":"How to \u2018Revolutionize’ Your Customer Service"},"content":{"rendered":"

\"TalkingThere\u2019s much written and spoken about customer care, customer service, even customer delight.\u00a0But what does it all mean? Here are seven tips to help you look at your business and identify where you can “revolutionize” your customer service.<\/strong><\/p>\n

Step 1<\/strong>
\nAsk yourself \u201cHow easy are we to buy from and deal with?\u201d So many businesses don\u2019t even get the basics right: telephones that aren\u2019t answered properly (some not even answered!), sales people not trained (or even interested!), people and systems that stop customers getting what they want.<\/p>\n

We call them \u2018Sales Prevention Officers\u2019… they lurk throughout the business \u2026 who, what and where are yours?<\/p>\n

Step 2<\/strong>
\nEliminate your Sales Prevention Officers: No, don\u2019t fire your receptionist! Too often they are the very ones dealing with the consequences of your real Sales Prevention Officers. Investigate and find out what\u2019s preventing your customers from getting what they want. Ask your frontline people, \u201cWhat causes Sales Prevention Officers in our business? Look in the mirror; too \u2026 have you ever refused a call with \u201ctell them I\u2019m not in\u201d?<\/p>\n

Step 3<\/strong>
\nGet feedback from your customers: Ask them \u201cWhat lets us down?\u201d \u201cHow could we improve?\u201d \u201cWhat irritates or annoys you about us?\u201d \u201cHow can we exceed your expectations?\u201d Email them, call them, and visit them. Find out what they really think about you.<\/p>\n

Step 4<\/strong>
\nAct on the feedback! (No explanation needed here!)<\/p>\n

Step 5<\/strong>
\nIdentify ways to \u2018delight\u2019 your customers: Not \u201cHave a nice day\u201d or \u201cMissing you already\u201d but surprising customers with the level of service you provide (in a positive way, please!) Customer Delight has a personal touch, it appears spontaneous, and makes customers feel good. Think about \u2018thank you for your order\u2019 notes, \u2018Welcome\u2019 signs in reception, send them articles of interest (why not refer them to this one?!), anticipate their needs and solve their problems.<\/p>\n

Step 6<\/strong>
\nReward customer delight: Encourage your people to \u2018go that extra mile\u2019, to generate \u2018delight\u2019 ideas and to create \u2018raving fans\u2019. What\u2019s the reward in your business for \u2018delighting a customer\u2019? What\u2019s the consequence for not?<\/p>\n

And finally,<\/p>\n

Step 7<\/strong>
\nRing up your business and ask for yourself! This can be a real eye opener. It\u2019s sometimes quite scary! In reality it means standing in your own queues, visiting your own website, sitting in your own reception, and listening to your own switchboard. Find out what it\u2019s like to be a customer, and identify areas for improvement.<\/p>\n

The pursuit of customer delight is a constant process…it never ends. After Step 7 go back to Step 1 and start again!<\/p>\n

About the Author<\/strong><\/p>\n

Andy Hanselman<\/a> helps people create \u2018revolutionary\u2019 businesses. As a recognised expert in improving business competitiveness, he is a regular writer and speaker on business development issues. Andy is recognised for his engaging, humorous, and down to earth approach \u2013 His stimulating, motivational and practical style offers real solutions to today’s business problems.<\/p>\n","protected":false},"excerpt":{"rendered":"

There\u2019s much written and spoken about customer care, customer service, even customer delight. But what does it all mean? Here are seven tips to help you look at your business and identify where you can “revolutionize” your customer service.<\/p>\n","protected":false},"author":73,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1611"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/73"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=1611"}],"version-history":[{"count":3,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1611\/revisions"}],"predecessor-version":[{"id":3382,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1611\/revisions\/3382"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=1611"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=1611"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=1611"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}