Customer Service Training Articles
Customer service and value: The intimate relationship.
Mindy Charki, in an online article from US News and World Report,
asks Matt Sarkees, customer relation expert, about communicating value to customers.
You say relationships can go sour when the customer doesn’t understand the idea of “mutual value.” Why is this?
You have a situation where because a customer pays money for something, there’s a higher levelof expectation for the actual value they’re getting back… The company really needs to educate the customer as to what’s the value of the relationship. In that regard it will help set better expectations for the customer. The customer can say, “OK, this is what I’m paying for, I understand that, and this is the value I’m going to receive for my money.”
Customers undoubtedly have preset expectations before an interaction even begins. Based on ads, word of mouth, personal desires and needs, etc. the customer fabricated their own picutre of what the outcome of their interaction with you and your compnay will be.
Sarkees discusses ‘educating the customer’ about the precise value of the relationship/business transaction. This is why service is essential to rewrite those preset expectations correctly. But not rewriting how your company or you as the service representative wants it, but to what they want in the context of what’s posssible for you to achieve.
How does good service do this? Ask questions. When do they expect a product to be delivered, what price range are they looking to stay within, what type of service will they require to meet their needs.
Once you know the answers, tell them exactly how you can accomodate them. Be straightforward and honest. Doing so denotes value, and mitigates the chance of dissapointment by being very specific and clear about what they can expect.
Bottom-Line. If they don’t like what you have to say and moving heaven and Earth still won’t make them happy? You woulnd’t have been able to fullfull their needs and satisfy them anyway.
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