Looking at the success of these companies, it seems surprising that they have so few copycats. Most businesses are content with just good customer service and do not strive to make it great. In this way, they miss the opportunity to tip the scales in their favor on the path to increasing the value and success of the company and its employees. It all starts and ends with your customer experience.
Seven Principles of Exceptional Customer Service:
- Eliminating stupid rules and policies
- Mastering empowerment
- Mastering service recovery
- Constant training on customer service
- Remembering and using customer names
- No IVR: answer phones with a live person in 1-2 rings
It is essential to regularly update management standards with continuous training of all employees and to reward the most successful of them to achieve results. When management strives to serve customers at the highest level every day, not in words but in deeds, the result will be an established infrastructure that facilitates communication between employees and customers and among themselves. After all, no matter how important the strategy, goals, and support system are, the plan to create exceptional customer service will collapse without a corporate culture and training of employees to maintain it.
Above all, success requires the CEO to strive for customer satisfaction as much as he strives for shareholder satisfaction.