Are your customer service skills not up to par? If you answered yes to this question, then it may be relieving to know that you are not alone. Many business owners and employees lack the necessary social skills needed in order to properly take care of customers – and it shows. Inadequate customer service is the reason that, “78% of consumers have bailed on a transaction or not made an intended purchase…” according to a survey done by American Express. This astounding percentage says a lot about what customers want out of a business, and what they also are not willing to tolerate.
“Stellar service should be non-negotiable and merchants shouldn’t hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers” according to Lauren Freedman, President of the E-Tailing Group. As customer service providers, we have an obligation to our customers to be personable, dependable, and passionate about the company and services we provide to them. Being personable in a conversation allows the customer to get to know you as a representative of the company. Not only that, but it shows your spark that ignites your passion for the work you do. You can think the world about your company’s brand, but it means nothing if your customers don’t think the same way. Passion is highly contagious. For example, do you remember that moment in the Jobs movie where Kutcher walks out in front of the crowd at Apple to introduce the iPod and he says, “A thousand songs in your pocket….” as he pulls the iPod out? The crowd goes absolutely nuts! You would have thought he just found a cure for cancer. Obviously the movie was dramatized, but really Steve Job’s passion for his work and what he did was contagious not only within his company, but with his consumers as well. It was powerful. It was dependable. Even after he is gone his legend lives on through his reliable products. Being the most dependable company that the customer has to reach out to builds an unbreakable bond. From answering questions they may have to guiding them through company processes, the customers should always be able to rely on you and your services first. Needless to say, it’s your responsibility to deliver on the customer’s expectations. Personable, dependable, and passionate: These three valuable traits all tie into the company culture you are representing.
Customer loyalty stems from customer satisfaction and “on average, loyal customers are worth up to 10 times as much as their first purchase,” according to the White House Office of Consumer Affairs. At Results Staffing, we have a company culture that not only prides itself on customer service, but instills it within every single employee. We take the time to make sure that each employee understands our brand and what their part is in upholding it to its true potential. We value people, integrity and service above all and hold it to a higher standard than most. By holding our core values dear, it has enabled us to properly supply our customers with the service they deserve.