Are you are in business for just this one sale, or for many more to come from that customer in the future?

Just One Sale? or Repeat Business?

As Retail Maxim are well aware – if you have customers, you are in the customer service business. The purpose of a business is to create and keep a customer base through delivering legendary customer service. Recommendations, word-of-mouth and of course, social media can dictate public success or failure very easily.  Dedicating yourself to excellent customer service is one of the smartest and most profitable things that you can ever do for your business.

 1.   Understand customer expectations

Do you know what’s important to your customers? Very successful salespeople are repeatedly referred to as friends and advisors by their customers. If you can explain the need, want or frustration better than the customer can, they will automatically assume you know how to solve the problem.

2.   Exceed expectations

You want to be remembered, and it takes a lot for that to happen in the eyes of a customer. Expectations are high. Even if you are dealing with a complaint make it a “WOW” experience, mystery shoppers are frequently used to have a first hand insight into the day to day workings of many shops and services. Organizations are often remembered for how they deal with difficult situations more than how they perform on a daily basis. If you are not exceeding customer expectations then you are just like every other business out there.

 3. Create customer service systems

Set out to create internal systems that enable the consistent delivery of legendary customer service. Create simple processes, policies and tools to support the delivery of your quality service standards. Processes should never be hassles; they should be designed to remove barriers to providing legendary service.  Of course, this all starts with staff being on-board with your vision, which is when exit surveys can be a great idea.  Employment engagement is an obvious but often overlooked facet.

 4. Make people happy to do business with you

People are predominantly emotional; we are greatly impacted by the warmth, friendliness, cheerfulness and helpfulness of others. Make sure ALL of your staff are capable of making a good first impression within the first 10 seconds of an interaction. It is very difficult to provide a legendary customer experience if YOU are not in a warm, friendly and personable mood.

 5. Do everything to make it right

When you mess up – and you will – how you deal with it will define your business. When faced with an issue, own the issue and promptly do EVERYTHING in your power to make it right. WOW your customer, invest in your people with how you deal with issues and you’ll be forever remembered as an organisation that cares. Remember, you are in business not for just this one sale but for the many more to come from that customer in the future.

 

For more information, call Retail Maxim on telephone number 0844 875 5505 or email us info@retail-maxim.co.uk.  We encourage you to browse the Retail Maxim website to see what we offer in terms of mystery shopping insights and mystery shopping jobs.

England has the highest customer service Expectation

Highest Customer service expectation in England, Really?

Having a smile on your face and welcoming customers when they walk through the door is good customer service. Giving shoppers a choice between a traditional checkout lane in a supermarket and an electronic self-checkout is offering your customers experience. Little options like this will stick in the mind of the customer and they’re more likely to visit a place with friendly and helpful staff.

highest customer service expectation England
highest customer service expectation England

 

When delivering your customer service, doing it right and giving customers a great experience is the key for repeat custom. It won’t guarantee to bring in every single customer in the world, yet it’s good practice and vital in leaving a great impressions for new and current customers alike.

“Unique” is the effective word in this instance. Unlike customer service, do what another business’ already does well won’t work. To create a truly memorable experience for the individuals, you must at first give them one that’s unique. Companies worldwide are scrambling to create new, innovative ways for the customers to experience.

For the longest time, companies have stuck to the same basic infrastructure of customer service that they don’t dare to try and mould. Whilst this isn’t necessarily a bad thing, it’s always good to go that extra mile so customers sit up and notice your efforts.

The UK has the highest expectations of good customer service. In a recent poll, Brits were asked if they’d be willing to pay for good customer service and here’s what they said:

86% of the Britons polled answered: “No, I expect good service as part of doing business”. This is backed by UK professionals, who came second highest in the global rankings for saying that paying a fee for better service would not be beneficial for an organisation or its customers (62%).

Other findings from the report were:

  • A knowledgeable representative and a timely response are the most valuable components of a great service experience.
  • Hotels, online retailers, and banks provide the best customer service experiences
  • Live agent remains the preferred interaction type, followed by email, and then there is a significant drop to web chat, etc
  • Historical information access is deemed the most valuable feature of an interaction
  • Not being able to understand the agent is rated as the most frustrating part of an interaction
  • The ability to get a scheduled call-back was the most desired feature of mobile service applications
  • The most valuable technical service to offer customers is “an easy way to provide feedback.”
  • Comprehensive reporting and analytics are the top features desired by contact centre professionals

Since the recent uptake of social media also, most customers now take to Twitter to complain about their experiences with your company and if they’re followed by the average amount of followers (126) and they RT you’re potential fighting a losing battle before you start.

Make sure your customer service is at a good level and contact Retail Maxim today.