High quality customer service is the key. According to Harley Manning and Kerry Bodine, coauthors of Outside In: The Power of Putting Customers at the Center of Your Business, “Companies that want to produce a high-quality customer experience also need to routinely perform a set of sound, standard practices. These practices fall under six high-level disciplines: strategy, customer understanding, design, measurement, governance, and culture.”
In other words, consistency is key to customer satisfaction. And, as you probably know by now, your success relies on the consistent quality of your service.
So, how do you maintain a high level of quality customer service and satisfy the immediacies in today’s fast-paced business climate?
Today’s customers are looking at more than pricing and generic services. Consumers are educated and selective. Along with quality, they continue to seek out service providers proven to offer:
And the reality is that customers also have needs that, at least in their minds, can’t (or won’t) wait.
Knowing a customer’s DiSC style is a way of meeting those needs.
The D or Dominance style has little time details and wants to hone in on immediate results. Keep conversation focused on giving them exactly what they expect. “Give me what I want and need now!”
The I or Influence style enjoys a conversation that is directed to personal interests and wants. Take time to get to know them, ask questions to determine their individual style and offer to keep them posted on any changes.
Steadiness or S style reviews all the details and wants a “hands-on” experience. Offer to let them experiment with new software or to review processes that will affect them and their team.
The C or Conscientious style will want to review the manual and any guarantees for new products or services. Be prepared to answer their questions with proper regard for their need to understand each step before moving ahead.
The good news is that quality does not have to come at a sacrifice.
When you practice consistent customer service, the perception of quality increases. Your clients are more likely to feel that the service you’re providing is high in quality when they believe that:
- You’ve heard them
- You understand them
- You’re taking action
To ensure consistent quality in your customer service, and grow your own level of success, focus on the following:
- Ask for the specific information you need to provide your client the best solutions for their needs.
- Create personalized strategies for each client to provide both immediate and lasting satisfaction. Without satisfied customers, you have no business. Your success grows from their success!
- Think like your customers. When it comes to service: How would you want it? When would you expect it? What would you want it to look like? Now you can provide the quality they’re looking for.
- Own the responsibility for meeting your client’s needs. Satisfied customers are rarely those who have a perfect experience. Satisfied customers are more often the result of
- a problem solved promptly
- an issue resolved in a professional manner
- consistent communication
- respectful treatment during a stressful time
What are some methods you use consistently to provide quality customer satisfaction?
If you’re looking for MORE satisfying success when working with clients, we have some of the most practical and effective solutions to help you grow as a known quality service provider. Learn more about our highly regarded DiSC Train the Trainer program that equips you to build a team capable of solving problems, responding successfully to changing priorities, and handling customers with maximum levels of personalized service!