Training Material for Customer Service
4 Ways to Gain Customer Loyalty
A recent restaurants experience for Ray Silverstein was so subordinate to par it inspired a blog post on The Street.
After denouncing the mediocrity of the overall experience, Ray elaborates on the importance of the customer experience and the loyalty that is a potential result.
Nothing should be average or just OK. Standard, is for all intents and purposes, bad. In order to compete with the growing sphere of online commerce, the purchasing experience must go above and beyond to create any type of lasting, positive impression.
Ways to obtain loyalty:
- Ensure you have the right people. If you’ve been tolerating an unenthusiastic service representative, get them out of that role ASAP. They’re hurting your business. Remember, there is plenty of talent to choose from right now.
- Offer a customer service refresher course. Get your employees focused on your customers. Put incentives in place and recognize above-and-beyond service.
- Review your workflow. Look at your processes from your customers’ point of view. Are you inconveniencing customers because of systems limitations?
- Listen to customer complaints. Fix problems fast and bend over backwards to make things right. Customers can do you a huge favor when they offer valid, eye-opening feedback, even if it’s not what you want to hear.
Bottom line: In order to compete, a business must make the customers’ experience mind blowing. Average doesn’t bring them back, amazing does.
By employing the right-minded people, training them well, observing and communicating with the customer and constantly reevaluating and improving your business, you will attract a loyal following.
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