As I sat in the lobby of this business establishment listening to the various client interactions both by phone and in person, I started to smile. I smiled because they were getting so many of the service concepts right.
As a customer service professional, it is second nature to take note of the service standards at each establishment I conduct business with.
As I sat there, I was able to identify their sequence of service, their service standards and the fact that they considered the entire customer experience.
I was at this business on Saturday having a diagnostic done on my vehicle because after the amount of rain Hurricane Dorian deposited in the area I reside, the jeep’s computer system flashed that there was a challenge that needed to be checked out.
From the very first interaction which was by phone, I knew that the service was going to be great. The lady had a pleasant tone, was professional, courteous and efficient. She had excellent telephone etiquette. She listened, asked clarifying question, set the appointment and provided directions to their location.
When I arrived at the location, it was clean with a fresh scent. It was dust free, with current reading material for customers to browse while waiting.
The staff members were friendly. They smiled as they interacted with customers and answered questions knowledgeably. Even when I was reprimanded for not knowing the model and year of my jeep, they did so in such a friendly way while explaining the importance of knowing this important information. (I’ll do better. I promise).
I was impressed by every single staff member. From the owner to the customer service representatives, to the mechanic staff.
They all spoke appropriate greetings as they entered the office, they were clean and neatly dressed.
It was great to sit in an environment where staff members were not engaging in inappropriate idle conversation in customer earshot.
I stood, glancing out of a window that showed the mechanic work areas. I’m impressed by it’s cleanliness.
I started to wonder why it was taking so long for this diagnostic to be done. As if reading my mind, the customer service representative shared that it should take an hour but they do a detailed diagnostic which sometimes takes longer. My vehicle has quite a bit of computerized areas and they want to check them all. She explained that the plus to that is I’d know everything about what’s happening with the vehicle once they were done.
Impressed yet again. They observed their clients, they read their clients and provided appropriate information to them.
When the diagnostic was completed, the mechanic came in to discuss it with me. He took the time to explain what was going on. It felt like I was in a doctor’s office receiving lab results. :-).
As I left the establishment, I smiled. It’s a rare find. It was obvious that the proprietor knew the brand he wanted to project to the public. It was clear that his vision & mission was properly communicated to his staff and that the employees believed in them. It was obvious that the client experience was a priority. It was clear that the policies were enforced. One thing was certain, he had the right fit for the roles in his business.
This experience was flawless and fabulous!
Delivering on exceptional customer service does not happen by chance. It takes deliberate work. It takes a clearly defined vision, a clearly developed mission, employees who buy in, leaders who monitor, coach and support their teams. It takes accountability on all levels. It takes having a guiding sequence of service, service standards, building a strong business brand and a clear process for customer recovery.
If you are a business owner and would like to discuss, create and tweak your customer service strategy, I’d love to help. I’m passionate about helping businesses build their service brands.
As a result of working with me, clients share that they’d never even considered some components of the customer service experience as well as how their brand was impacted by it. By implementing the strategies we create, their service levels increased which resulted in greater customer loyalty as well as higher revenues.
The thing is though, even with the best strategies, having well trained employees is essential to providing great customer experiences.
To assist with training employees to understand the what’s in it for me principle, as well as the helping them to see the staggering costs associated with poor service, how to show concern for customers, how to create a customer friendly environment and how to build relationships with customers that really count, my next customer service training is scheduled for Wednesday October 2nd, 2019.
My goal as a corporate trainer is always quality over quantity. There are limited seats available for this session. The maximum registration is 25 participants.
To register your employees please use the following link:
I look forward to helping to build the customer service proficiency of your team as well as helping to raise the customer service brand of your company.
Duquesa D. Dean is a Certified Corporate Trainer, Speaker and a Transformation Coach. She is an Associate Trainer with the International Board of Certified Trainers and a certified Coach, Speaker & Trainer with the John Maxwell Team.
Duquesa is the author of three books “Chase Your Dreams”, “Sister, Stand Up Again & “Bruised But Not Broken”.
To book Duquesa, email email@example.com or call 242-424-6012