Whenever there is a discussion about customer service, your first thought likely gravitates to an interaction between your service technician and the customer. While that is not the only interaction, it is the obvious one.
Don’t forget about the exterior of your building. If a customer who is in the market for your products and services were to drive past your business, would they be more, much more, less or much less inclined to call you because of that interaction? The same can be said for a customer who comes across one of your company’s service trucks, as well as one who calls your office or visits your website. All of these have the power to bring potential customers closer…or push them away.
Let’s go back to that obvious one – your company’s service technicians. Perhaps like no other, they have the ability to bind your company to the consumer in a way that will bring them back for many years if done correctly. However, good customer service is a discipline that is regularly practiced and backed up with ongoing training and accountability.
Treating the customer equitably and with understanding and empathy is a given. If your technicians are not going to do that, they should not be working for you. This is the cornerstone of building trust in a long-term relationship. Beyond that, they need to look and sound trustworthy. It goes without saying, but your techs need to have a neat and clean appearance, and providing company issued clothing sends the message that you deem this important. What about piercings and tattoos? Feelings about that vary by owner, but remember – the customer is whom it matters to, not the service technician. Good communication skills should also go without saying, but part of that means training your techs on how you want them to present problems and opportunities to the customer – and how to handle irate customers. We all like to use technical terms and industry jargon when talking with each other, but the customer likely won’t understand any of it – and may be too embarrassed to let you know it. By the same token, don’t talk down to your customer either, they may know more about the subject then they let on. Make sure to pick up on cues for lack of or understanding, and take the time to answer their questions completely. Rushing through an explanation or looking at your phone will let them know that the schedule is more important than they are. Finally, treat the customers property with the same respect as you would your own.
By re-dedicating your company to these core behaviors, you can create a competitive advantage that customers will pay for!
Picture courtesy of SteveDiGioiacom