How to Provide an Exceptional Experience to Your Customers

Be Different. Deliver Excellence.

AAA_052.JPG

Jan 31, 2017

2 Things to Keep Top of Mind to Deliver Service Excellence

Customer service is not dead, you just have to look a little harder to see it.

As a consumer, we want a few things:

  • The product or service should work as expected
  • We should receive the product we ordered
  • The seller should recognize that our time is limited and valuable

No one is perfect. Sometimes things don’t work as they are supposed to, or we don’t receive the product we were supposed to. This is the best opportunity for a company to gain lifelong customers. Rectifying a painful situation for the customer, while maintaining empathy and a sense of urgency, allow for an average consumer experience to be elevated to a great experience.

Service industries (hospitality, customer service, technical support) are filled with people who love to help others. To provide an exceptional experience to your customers, leadership needs to provide the structure and the tools and let the team do the rest. Keep these two things top of mind to deliver service excellence:

  1. Have a robust CRM. Tools that are important for a great experience include a contact management database, or ticketing system. Nothing is more frustrating to a user than having their issue lost in the shuffle. A knowledge management system (and the processes to populate and update it) will allow for higher percentages of issues resolved on the first contact.
  2. Empower your team. With the right tools and the processes in place, the final piece is empowerment. When the support team knows they have the right and the responsibility to fix problems for their customers, great things happen. Issues get resolved, bonds are forged and lifetime customers are created.

If you want to provide exceptional experiences to your customers, I recommend you take a quick look at your people and your processes. Make sure the processes and the tools facilitate the desire of your team to resolve issues with empathy, urgency and accuracy.



Category: Leadership

About The Author

Hollie Braid

Hollie Braid, Director of Service Delivery, is responsible for unified, strategic leadership in service areas, including service activation, preventative maintenance, user support, training and quality. Prior to joining Collabrance in 2009, Hollie started at GreatAmerica in 2006. Before working at GreatAmerica, Hollie worked in IT for Verizon. Hollie joined GreatAmerica as a member of the Service Desk. In 2007, she became the support behind the GreatAmerica FleetView product. Hollie was part of the team that launched Collabrance, and in 2011 she became the Service Team Leader. Hollie received her Bachelor of Science degree in Information Technology from the University of Phoenix.