In the last post we discussed how to figure out what your customers want in order to experience a positive shopping experience. Today we will go over the concept of Deliver +1 and how this can elevate your customer service to the next level. I’ve decided to split up this post, so the next one will cover the 1% Rule.
Consistency is the key to any great customer service experience. If you want to elevate your satisfied customers to Raving Fan status, you must go above and beyond the average customer service experience.
There are three ways to develop consistency:
Avoid offering too many customer service options.
Sometimes we get so caught up in giving customers what they want that we get away from our original vision. Instead, stay true to your vision and offer one or two solid customer service techniques that will set you apart from the competition.
You need to fine tune the current systems you are using before you can add anything to the mix. There’s nothing worse than launching a new program when you haven’t even worked out the kinks of an old system.
Put solid systems into place.
Once you have identified what you are going to offer, you will need to have a system in place to execute it flawlessly every time. This system needs to involve the right people in the right roles with technology that guarantees a positive experience every time. Emphasis must be placed on the results, which ultimately is the satisfaction of the customer.
Good training is the key.
Once you have your system in place you need to train people to use it appropriately and efficiently. This helps your people deliver the results your customers are looking for. While training is essential for the system to work and for all your people to perform together cohesively, appreciation will go a long way.
I hope this has given you a glimpse into what is required in order to have a quality customer service system in place. If you need help, reach out to me to gain access to a wealth of resources, tools and coaching.