Bring customer service to life
When designing a new customer service policy, it is very tempting to go for the minimal offering. Rationale is clear, as such a policy keeps costs low, keeps things simple and provided that expectations are met the customers are unlikely to be disatisfied. It is however missing the point as with such an approach, repeat business is very unlikely unless the pricing policy is such that customers are drawn back but at the same time margins become so slim that it is difficult to earn a decent living.
A more sensible strategy is to bring customer service to life, put some colour in your customer service, surprise the customers, demonstrate vibrancy and give customers a reason for coming back. Most of it can be achieved without any extra spend but relies on the right culture and attitude being fostered throughout the business.
Are your customer services teams live and kicking?
I once watched a small business turn an unhappy customer into a loyal supporter simply by listening carefully and responding with patience. Instead of giving a quick answer, the staff member understood the problem, explained the solution, and followed up later. That simple experience showed me how thoughtful communication can make an ordinary interaction memorable.
ReplyDeleteIt also reminded me of students preparing admission applications. One student may have plenty of experiences but struggle to explain their journey clearly. They might search for write my admission essay when they need help organizing their ideas and finding the right story. Good guidance can improve structure while keeping the student’s experiences and voice genuine.