Exceptional customer service is about effort – it really is that easy
Exceptional customer service and it’s really not that exceptional is it, is about effort. The businesses who do will prosper and those who don’t won’t ! It really is as simple as that.
Last week I went to a local town and was searching for a particular ordnance survey map. I visited 3 shops who sell maps. The first didn’t have the one I wanted on display. So I moved on. Shop number 2 had a small display and a lady stood behind the counter. “Do you have any others apart from these, as the one I want isn’t here ?” I asked. “No only those” she replied. “OK, when will you next have more stock in ?” I persisted. “We have a delivery every couple of months or so.” ‘Wow’ I thought, not exactly racing out of the shop then are they ?
“And can you order the ones you want ?” I followed up with. “No, not really we just get issued with this small range.” At no point did she suggest that she could order it, not did she suggest another solution. I was unimpressed.
Shop 3 also didn’t have the map, and so I returned to shop 1 and asked the busy manager if she had any more stock. She said that she didn’t but she would be seeing the rep on Wednesday. She said that she was willing to call him, if I was prepared to wait 5 minutes. I did and she went off to make the call.
The outcome ? Well she is getting one dropped off on Wednesday afternoon, so guess which shop will be getting my map business. It may only be an £8 purchase, but it’s still all about effort. Make sure that you go the extra mile, and are willing to help people. Not only will your actions solve more customer problems, and help you maximise any opportunity, but also you’ll impress them !
And in these times where there is less money going round the economy, there is more need to make sure you get more than your usual share.
This is one of many important topics we cover on our 2 day customer service masterclass courses. The venue for the next course is likely to be the East Midlands and so is ideal for any customer service, contact centre, call centre personnel in Kettering, Wellingborough, Northampton, Peterborough, Corby, Market Harborough, Lutterworth, Leicester, Loughborough and Northamptonshire. http://www.tomarket.co.uk/courses.php gives you dates of this and other courses.