“Happy customers are your biggest advocates and can become your most successful sales team.”
What is Good Customer Service?
Customer service is the entire experience (from initial contact to final sale and beyond), that a customer or potential customer may have with your company. The experience can either be face-to-face, on a telephone call or online. According to Salesforce, great customer service is: (1) service that is fast; (2) service that is personalized; (3) service that provides a connected experience; (4) service that is proactive (offering a resolution before an issue or disruption occurs).
Did you know that 64% of consumers expect companies to respond and interact with them in real-time? The capability for real-time messaging is very important to customers. Additionally, they want self-service tools, which gives them the ability to find immediate answers on their own.
Statistics show us that 66% of consumers say that they are likely to switch brands if they feel like they are being treated like a number rather than an individual. Research also shows that 70% of customers feel that connected services is a key component to winning their business. This means that customers do not like to be transferred from one department/one person to another (26% of consumers have experienced being transferred from agent to agent without any resolution). They want all departments to have access to the same information. Unfortunately, customer service representatives who do not have the authority or ability to resolve problems on their own are often forced to escalate the issues to higher levels and run the risk of alienating customers.
Anticipation of potential issues and the offering of solutions ahead of time
Another statistic shows that 59% of customers expect companies to anticipate their needs and make relevant suggestions even before any contact. A notification that a shipment will be delayed even before the arrival window occurs is an example of such proactivity. Good customer service is equated with proactive service. Already 56% of service organizations are investigating ways to use Artificial Intelligence (AI) to perform tasks that usually require human interaction, freeing customer service representatives to focus on higher-value work.
Two Companies that Showcase Exceptional Customer Service
Disney has become a benchmark for exceptional service. Walt Disney said, “You reach a point where you don’t work for money.” He was referring to the irrelevancy of money when it comes to creating memories for customers. How do you create positive memories? By providing a great experience and exceeding your customers’ expectations.
Consider these Disney’s Seven Service Guidelines:
- Be Happy – make eye contact and smile!
- Be like Sneezy – greet and welcome each and every guest. Spread the spirit of Hospitality. It’s contagious!
- Don’t be Bashful – seek out Guest contact.
- Be like Doc – provide service recovery.
- Don’t be Grumpy – always display appropriate body language at all times.
- Don’t be Sleepy – create DREAMS and preserve the “MAGICAL” Guest experience.
- Don’t be Dopey – thank each and every Guest!
Even though these guidelines are tied to the Disney characters, the Seven Dwarfs, they are applicable to every business. If each member of our team can follow these guidelines effectively, we would be providing exceptional customer service.
At the foundation of exceptional customer service at the Ritz-Carlton are their Gold Standards, which include The Credo, Motto, Three Steps of Service, Service Values, The 6th Diamond, and The Employee Promise.
Here are some if their noteworthy Service Values:
- I build strong relationships and create Ritz-Carlton guests for life.
- I am always responsive to the expressed and unexpressed wishes and needs of our guests.
- I am empowered to create unique, memorable and personal experiences for our guests.
- I own and immediately resolve guest problems.
The above-mentioned values empower each team member in an organization to have the ability to anticipate and be responsive to the needs of our customers. They permit us to be able to go above and beyond to make our customers happy. They also give us the authority to fix and to make things right when they go wrong. These values in turn builds a strong relationship between our companies and our customers.
Here is a story that will bring a smile to your face. It illustrates the Ritz-Carlton’s exceptional service:
A customer’s son had left his favorite stuffed giraffe, “Joshie” in their hotel room after a stay. The guest had assured his distraught son that Joshie was staying a few extra days on vacation. He then called the Ritz and relayed the story that he had told his son. In their efforts to make everything right, the staff at the Ritz created a series of photographs that included all of the activities that Joshie had been involved with during his extended vacation. The staff created a booklet filled with information about Joshie’s stay and a host of pictures that showed what a good time he had. The staff had turned a mishap into a great experience for both customers.
Physician Revenue Navigators is a premier company that provides revenue management for healthcare entities. Giving exceptional service is important to us. We strive to emulate service standards set by companies such as Disney and Ritz-Carlton. Contact us to learn more about how we can serve you.