Best Practices in Customer Service

Introduction

It is common to hear people say, "Good service is good business." Most would agree that this statement is a hundred percent true. Companies that invest heavily in their staff to promote exceptional standards of customer service not only motivate their human resources but also convert customers into loyal patrons, securing their business for the long term. On the other hand, those that fail to prioritize customer service may perish as a result. This is a common phenomenon because, historically, customers used to buy based on the practical benefits of a product or service. More recently, however, the experience that customers receive has become ever more important and is the battleground on which most businesses are now competing. Furthermore, customer experience is enhanced by companies' "giving back" campaigns, as demonstrated by Exim's mastery of contributing to the community it serves.

Best Practices in Customer Service

Customers often feel a sense of pride in doing business with a company that contributes to a greater purpose. In addition to feeling satisfied with the service, they appreciate the company's contributions to the community, which becomes an integral part of their experience. Recognizing this, Exim has invested significantly in both staff training for quality service provision and giving back to the health sector, as outlined in their 2017 plan. These strategies have encouraged Eximites to focus on several key areas that foster a healthy, long-term attitude towards customer service. Among these are:

The Art of Listening

"You cannot truly listen to anyone and do anything else at the same time," said Mr. Scott Peck. True comprehension of a customer’s point of view can only be achieved through attentive listening. Many people claim to listen, but few do so effectively. Eximites understand that listening involves empathizing, caring, processing deeply, and responding appropriately. While the response may not always be what the customer wants to hear, it can still be communicated with respect. Listening to customers builds loyalty. People prefer to do business with companies they like and trust. Contrary to popular belief, price is not the most significant motivator; genuine care for customers is crucial for long-term relationships.

Heartfelt Apologies

Customers are always to be pleased and are generally reasonable. If they have been wronged, a sincere apology is usually sufficient to win them back. However, this apology must be heartfelt and cannot be faked. Understanding the customer's point of view is essential for a genuine apology, which can only be achieved through the art of listening.

Exceeding Expectations

This simple but powerful rule emphasizes always giving people more than they expect. Goodwill can be gained by going above and beyond. Not only is it good business to make customers as happy as possible, but it also strengthens relationships. Happy customers promote the business to friends, who may also become satisfied customers. In today's world of social media, most people have extensive networks that absorb information about the customer service of their favorite brands. Going the extra mile should be ingrained in company culture. However, there is a distinction between trying hard to please the customer and always doing what they want out of fear. The customer's viewpoint, while important, is not always right. Saying no respectfully and cordially is a vital business skill.

Learning from Unhappy Customers

"Your most unhappy customers are your greatest source of learning," said Bill Gates. Mistakes are opportunities for discovery. From Service First training, John Tschohl introduces CLASS ACT: Courtesy, Listen, Ask questions, Soothe, Solve, Apologize, Control, and Thank. It's easy to view unhappy customers as problems, but by listening, respecting their feelings, apologizing if necessary, and making them feel cared for, you can gain loyal followers and learn valuable insights about your business. According to John Tschohl, learning from mistakes equips us with "triple A": Apologize, Admit, and Act. Apologizing courteously, admitting challenges, and acting on them with strategies to prevent future occurrences are crucial.

Sticking to Values

"The way to gain a good reputation is to endeavor to be what you desire to appear," said Greek philosopher Socrates. Public relations and customer experience convey a company's values. Customers become frustrated when experiences are disappointing; thus, upholding company values is key to customer satisfaction. Being an Eximite means associating the brand with strong ethics and customer-focused values, ensuring these are evident in all business aspects, especially in customer service. Companies that adhere to their values are easier to trust and engage with. Additionally, strong internal values often result in a positive staff culture, as everyone aligns with and supports the brand.

Results Outside the Walls

The most important thing to remember is that there are no results inside our walls. The result of Exim is a satisfied customer. Innovative products are crucial, but maintaining or gaining respect from customers, who are key to commercial success, is mandatory. Even the most innovative product is worthless if no one buys it. Customers pay salaries; without their financial support, the company generates no revenue or profit.

Conclusion

Developing understanding and respect for our customers is essential for all Eximites. Without respect, it's challenging to take their opinions seriously or address their needs and problems. Staying humble and remembering that our customers elevate us is a great way to prioritize customer service in our minds.

References

Gates, B. (n.d.). "Your most unhappy customers are your greatest source of learning."

Peck, S. (n.d.). "You cannot truly listen to anyone and do anything else at the same time."

Socrates. (n.d.). "The way to gain a good reputation is to endeavor to be what you desire to appear."

Tschohl, J. (n.d.). Service First Training: CLASS ACT. Courtesy, Listen, Ask questions, Soothe, Solve, Apologize, Control, and Thank.