One of my own pet peeves revolves around customer service, in particular, product Knowledge specifically in phone support. Like most people, I hate waiting in phone queues. I hate how common it is to bounce around from department to department, transfer to transfer. My impression and happiness with a company often rests on how well their support staff can handle my question. If their answers are quick, simple and directly address my needs, then I walk away satisfied and, often, will spread the word about my good experience. This holds true for all areas of customer service.
The personal interaction between customers and sales professionals create a ‘human’ environment that, if handled well, will stimulate growth. For every customer that walks away impressed with our service, we receive loyalty, respect, referrals and resources in the marketplace. These interactions require the dedicated personal touches and tireless support from our team of professionals. Personally I like nothing more than to receive positive feedback from our customers. In those moments, our interaction becomes more about appreciation and pride in a job well done, rather than monetary gain.
Of course it doesn’t always work out “all roses”. Sometimes mistakes occur, deadlines are missed or needs are not met. What matters in these instances is how we learn, grow and improve. Good customer service involves acknowledgement of mistakes followed by action to improve the customer experience.
Automation still remains an essential part of our industry. While personal contact is ever important, effective and efficient automation of the customer process stands as another important piece of quality customer service in our industry. I am mindful of the need for customers to have personal contact, in addition to the ability for quick and simple email submission methods. All in all, customers pay for service and results. It really comes down to one thing, treat people the same way that you would like to be treated, and never lose sight of the fact they’re the customer.