Best Practices in Customer Service

It is common to hear people say "Good service is good business". Everyone might agree hundred percent true. Companies which invest hard in their staff in order to promote superb standards of customer service motivates the human resources and in turn convert customers into loyal customers and secure their business in the long-term. On the other hand, those fail to prioritize customer service will perish as a result. This is a common phenomena because historically customers used to buy practical benefits of a product or service. More recently, however, the experience that customers receive has become ever more important and the battle ground on which most businesses are now competing. Furthermore, customers experience is enhanced by the Company giving back campaigns as how Exim has been master of giving back to the community it serves.

Great pressure comes to some customers on the Company they do business with when they know they are among of people contributing to the greater purpose. Plus feeling good with the service there is addition of feeling good because of the Companies contribution to the community it serves which always makes part of customer’s experience. Knowing these, Exim invested much of both staff for quality service provision and giving back to health sector referring 2017 plan. These strategies impacted Exmites to change and improve focus on several things that develop a healthy long-term attitude towards customer service. Among the things that have been embraced are;-

Art of listening, "You cannot truly listen to anyone and do anything else at the same time" this was said by Mr. Scott Peck. True comprehension of the customer’s point of view can only be achieved through listening. Many people used to say, I’m listening, but few do so properly. Exmites know, to listen is to empathize, care, process deeply, and to respond in an appropriate way. While the response will not always be what the customer wants to hear, it can still be communicated with respect. Listening to customers leads to customer loyalty. People want to do business with companies they like and trust. Price is not as strong a motivator as most people think. Care about customers is the key for customers to stay in the long run.

Customers are always to be pleased and they are always reasonable. If they have been wronged, a heartfelt apology will normally be enough to get them back on our side. But this apology must be truly heartfelt, and can’t be faked. And in order to product a heartfelt apology, it’s necessary to understand the customer’s point of view. This can only be achieved through the art of listening.

Beyond expectations, this is simple but powerful rule - always give people more than what they expect to get. Goodwill can be gained in life by going over and above the course of duty. Not only is it simply good business to try and make the customer as happy as possible, but it’s also essential to people’s relations. Happy customers promote business to friends, who may also turn into happy customers. During this world of Social Media, most people have wide social networks that soak up information about the customer service of their favorite brands. Going the extra mile should be installed in culture. However, there’s a difference between trying extra hard to please the customer and always doing what they want out of fear. The customer’s viewpoint, while always important, is not always right. Being able to say no to a customer, while being respectful and cordial, is a very important business skill needed in the business.

Learning from unhappy customers; "you’re most unhappy customers are your greatest source of learning." This was said by Bill Gates. Mistakes are the source of discovery. From the Service First trainings John Tschohl introduces CLASS ACT which means Courtesy, Listen, Ask questions, Soothe, Solve, Apologies, Control and Thank. From this point of view, it’s easy to think of unhappy customers as a problem to deal with and avoid taking it personnel as a negative aspect of doing business. In fact, if you listen, respect their feelings, apologies if necessary, and go out of the way to make them feel cared for, you can actually gain a loyal follower and at the same time learn something important about your business. In everyday learning from our mistakes we equip ourselves with three things according to John Tschohl which he then names triple A. The first "A" is Apologies whereby there is no harm to be courtesy and apologies on the mistake happened in the business, the second "A" is Admit, it’s good to admit on the challenges that gives comfort to clients that you are ready to take initiative to resolve and the last "A" is Act on the challenges and have strategies to mitigate future occurrence.

Sticking to values "the way to gain a good reputation is to endeavor to be what you desire to appear." said by Greek Philosopher Socrates. It’s only about public relations and customer’s experience will send the messages of the values of the Company. Customers normally get annoyed when the experience is disappointing hence upholding the Company values is the key to success in Customer’s satisfaction. Being eximite means to associate our brand with strong ethics, customer-focused values and make sure that these are clear in all aspects of the business however the most importantly in customer services. It is in the minds of customer, Companies that stick to their values are easier to trust and engage with. Furthermore, as an added benefit, being with strong internal values that permeate the business often should result to a positive staff culture, as everyone is on the same page and backing the brand.

Results outside the walls, the most important thing to remember about our Company is that, there are no results inside our walls. The result of Exim is a satisfied customer. The innovative products yes however maintaining or gaining respect from customers who are the keyholders to commercial success is mandatory. Even the most innovative product is worthless if no one buys it. Customers are the ones paying the salaries, because if they don’t open their wallets, the company has no revenue and therefore no profit.

Generally, developing understanding and respect to our customers is essential to all Eximites; if in anyhow we don’t respect someone, it is hard to take their opinion seriously or listen to their problems and needs. Remaining humble, and remembering that our customers put us on the pedestal is a great way to always keep the importance of customer service at the forefront of our mind.