It is not possible to script precise policy to secure excellent customer service. We have all experienced the scripts of AT&T, Comcast, Dell, UPS or any other large company. If your needs fall outside of what is written down for the customer service agent then you are out of luck. Our company excels at customer […]
It is not possible to script precise policy to secure excellent customer service. We have all experienced the scripts of AT&T, Comcast, Dell, UPS or any other large company. If your needs fall outside of what is written down for the customer service agent then you are out of luck. Our company excels at customer service by empowering our crew to take control of a customer situation. But this requires diligence and passion.
Studies reveal that customers have basically 4 levels of needs. We must be able to understand these needs and have the ability and desire to satisfy each of these needs.
Level 1: Customers expect accuracy. They expect to receive the product they ordered. They expect the invoice to be correct. It does not matter how friendly the staff is, if the customer cannot get what they ordered they will leave.
Level 2: Customers expect availability. They expect that the product they ordered will be in stock and ready to ship. Back orders are an embarrassment to the company. Customers will often pay a higher price for a product or service as long as they know that when they need it that product or service will be available.
These first two levels are easy to excel at. Every company can compete by mastering these two levels. If these two levels are not mastered then the next 2 levels will not make up for it. The members of our crew that input orders and fill orders are vital to the success of our company.
Level 3: Customers need partnership. They need to be heard and to understand that we are on their side. They want to communicate with a brand and to feel that they are being listened to.
Level 4: Customers want advice. Customers feel the closest bond to companies that have helped them learn in some way. When we teach our customers something new about our products, advise them on which items sell best, or teach them why other chefs are using our products, we are advising them. We are often included at the planning stages of our customer’s new products so that we can work to suggest the best vanilla product in our catalogue for their particular application.
We do our best to answer the phone like real people because all of our customers, whether they are a buyer for a retail store or an individual consumer, are real people. We think that our customers notice.