Six keys for the creation of Wow experiences of customer service

Customers of every kind of business imaginable these days complain about the state of customer service. As the global economy and the Internet have given businesses the opportunity to serve more customers than ever before, the trend has also given way to impersonal, lackluster customer service. It 'a shame that most companies today do not realize that they are regularly losing valuable customers if you do not focus on providing exceptional customer service experience.

In most companies, once a customer begins dealing with customer service, he or she is already in a negative state of mind. The best customer service representatives are not those that simply neutralize the problem. Important customer service representatives take a negative and turn it into a positive that ensures the customer is not only happy, but is convinced he or she has had an extraordinary experience - the Wow Factor - that he would get with any other company.

The basic ingredients Wow experience are:

or service without solution of continuity

or Trustworthy Service

Attentiveness or

or Resourcefulness

or courtesy

or Pro-active Service

Seamless Service means providing everything the customer needs, not only what is necessary to meet minimum standards. And 'to ensure that there is no need to wait and wonder. Customers will appreciate a smooth, seamless process for addressing their needs. If there are several steps needed to take care of their concerns, keep them in the loop - update by e-mail or telephone call so they know that they are working on the situation and progress is being made. To keep abreast of what's happening, you are letting them know you have not forgotten them and understand their concerns - reassurance and communication are powerful customer service.

Trustworthy Service is essential for customer mounting. Promising something the customer and the delivery is not the safest way not only to lose a customer, but get the kind of "word of mouth" bad press that can ruin you. Under promise and over deliver - If you promise a satisfactory solution and then go the extra mile to not only satisfy the customer, but gain their appreciation and "Wow" them, you will get the buzz that will bring new customers to you.

Service means paying careful attention during and after the initial contact. How many times have you contacted customer service and was subjected to an answer, of course, written by the customer service representative? Do not give you the feeling that they are not really listening, but just trying to get to the end of their canned presentation?

Attention must be run through every customer service experience, by listening carefully to the concerns of the customer to follow after the exchange is over to make sure that their needs were met. Listening is not just heard - it comes to understanding what is really said. The words are only the beginning, with regard to the tone of voice of the customer? His state of mind? She is disappointed, angry or frustrated? Placing on the customer's mood and responding appropriately is essential, and it means not following a script.

Resourcefulness means finding solutions when there appear to be none. Many companies have strict policies that must be followed whenever a problem arises, however, sometimes a customer will not be satisfied by the "company line" approach. Enterprising customer service representatives know that there is always a way to go beyond the standard procedures in order to make a customer happy. Glowing is to find a solution when a solution is not evident. This may mean moving up the chain of command before the customer asks to speak with the superior. Companies with excellent customer service also give their representatives some leeway so that they can find creative solutions on their own. When it detects a client who is going beyond the norm to help them feel valued and respected.

Courtesy is a commodity that is becoming rarer every day. It takes so little to be polite, but it is becoming a lost art. Say please when asking a customer a question, thank them for their information and take your time talking with them. Nothing makes a customer feel more devalued to being treated like a number. Use the person's name, make requests rather than demands and know when to apologize. When something goes wrong for a customer, they want to hear that you understand their frustration and that you are genuinely sorry that they are disturbed. It takes nothing to say: "I'm sorry you are not satisfied and I hope we can do something to correct this."

Pro-Active Service means not waiting for the customer to find a solution that simply follow them. A pro-active customer service representative anticipates the needs of the customer and follows through. Do not wait for the customer to ask what you are willing to do - anticipate the question and answer before you ask. If they call and say they are not satisfied, apologize and immediately suggest some solutions. Customers want to take the lead - acknowledge their unhappiness, offer a solution or solutions and explain to them how you're going to follow through. Pro-Active service means taking the initiative to reassure customers that you know what you're doing and follow through.

If you keep these six keys in mind - seamless service, trustworthiness, attentiveness, resourcefulness, courtesy and pro-active service - you will be able to offer every customer the Wow Customer experience service that inspires loyalty and keeps customers returning more .......