Anyone who works in customer service knows the job gets a lot more hectic as the holidays approach. Big holidays like Christmas are usually accompanied by an increase in the numbers of customers who patronize a business. This is especially true for industries like Retail & Hospitality, but despite the surge in the number of customers, a business is expected to maintain a consistent and satisfactory level of service all year round. Continue reading How To Deliver Great Service During The Holiday Season
“One afternoon at a shopping mall during the busy Christmas season, a consultant ventured into an athletic shoe store to buy some new running shoes. This particular consultant actually specialized in retail. He consulted both for retailers trying to improve their operations, as well as for manufacturers trying to sell their wares in to retailers and retail chains. So whenever he went out on his own to buy anything he was always an observant shopper.
Body Language is an important aspect of communication between customers and service representatives. it is important for customer service reps to be trained to interpret these signals and avoid mistakes that might impact negatively on their interactions with customers, sadly it is often overlooked by employers even though it affects the quality of the customer’s experience during interaction with the brand.
When you are able to render the sort of service that leaves your customers satisfied, happy or excited, you can bet they’d want to come back again, and if their expectations are met a bit consistently, they are likely to come back with someone else, tell people about you or both.
In business, it is crucial to cultivate positive relationships with customers to win their loyalty. This relationship is built through constant engagement and interaction between the company and customers. These interactions are usually with the front line staff or service reps and they impact on the quality of the customer’s experience in the.
Emotional Intelligence or Emotional Quotient is as important as a person’s IQ (Intelligence Quotient) when it comes to work and career excellence. It plays an important role in our ability to connect with others in social interactions and with our selves (in those sober moments).
A career in customer service is one that is both challenging and quite rewarding. In order for any individual to excel in their chosen career paths, they need to be productive in job roles they are assigned. From my experience, the most successful people are also the most productive, they have mastered how to make the most of what they have in terms of resources, time and opportunity.
Customer service expert Shep Hyken, shares valuable tips on how businesses can stay on the cutting edge in area of customer service & experience in this 2 minute video.
If you seek excellence in anything that you do, then you no doubt would want to have a rich, rewarding customer service career. Although there are skills necessary in excelling in customer service (read more: 20 Critical Customer Service Skills), there is another way to become a person of value to both customers and your employer, this can be achieved by winning the admiration of your customers.
We’re in an age where customers have significantly more power than business entities they interact with, customers can now –
- Buy from you, a local competitor or a competitor 2 time zones away with a click of a button, or
- They can tell friends (and thousands of strangers) to buy or not buy from you depending on what their experience has been like.