Exceeding Customer Expectations. Service Excellence by Nadia Barnard

Transcription

1 Exceeding Customer Expectations Service Excellence by Nadia Barnard

2 What is Customer Service? In a perfect world, everyone in a customer-facing position would take Psychology 101 because, as every customer service professional knows, people are complicated.

3 If you can understand the underlying essential needs of your customers, you can deliver outstanding experiences almost every time. But first, you have to understand where your customers are coming from.

4 It s always emotional Practically every decision is an emotional one. And there s no better place to create a joyful experience than customer service.

5 What is the motivation for your clients? Relaxation; Reward; Recharging energy and focus; Celebratory; Medical; Health and wellness; Emotional; Reconnect with a loved one; Grooming

6 How do we create positive experiences? 1. REDUCE PAIN Reducing the pain your customers feel is one of the most powerful ways to create a positive experience. If you can avoid aggravating pain in an already painful situation, the better the customer s perception of their experience will be, and the more likely it is that they will become repeat customers.

7 How do we create positive experiences? 2. INCREASE PLEASURE (it s all about instant gratification) Most psychological models agree with Freud: Humans act on the pleasure principle the instinct to gratify desires and avoid pain. When we don t get what we want, we feel bad.

8 How do we create positive experiences? How can you increase pleasure in your business? Online functionality & presence. Encourage self-service. Personalised services and offerings. Unique opportunities for word of mouth.

9 How do we create positive experiences? Think about your last positive customer experience. Was it one specific aspect of your interaction, or a combination of elements? If you like one aspect of something, you ll have a positive predisposition toward everything about it. If you dislike one aspect of something, you ll have a negative predisposition toward everything about it.

10 How do we create positive experiences? 3. LEVERAGE THE HALO EFFECT Customer service is no longer where customers are lost it s where they re won.

11 How do we create positive experiences? 4. GIVE IT AWAY Reciprocity: Humans are hardwired to pay their debts, so if they get something of value for free, they feel obligated to reciprocate often by buying something. Reciprocity comes in two main types: Trumpeted reciprocity and surprise reciprocity.

12 How do we create positive experiences? Trumpeted reciprocity is when you tell someone you re doing something for them. Surprise reciprocity is when you surprise the person with something free and delightful. Value-adds during visit Samples Special offers VIP mailing lists Loyalty programmes Follow-up offers Birthday club Use social media

13 How do we create positive experiences? 5. GIVE YOURSELF SOME AUTHORITY One fun way to use your authority is to tell the customer that s an excellent choice, or that s a good question. It s silly, but customers really do get a little thrill of approval when you say that. Everyone wants to think they re a good decision maker!

14 How do we create positive experiences? 6. BE LIKEABLE People buy from people they like. And, people like people who are like them.

15 Smile, even if you re typing rather than talking. Don t be afraid to go off-script and be genuinely interested in the other person (but use discretion with what you say you don t want to sound negative or creepy). Create a sense of commonality by finding out what you and the customer share. Use your sense of humor and your sense of fun it s all about showing genuine enjoyment for others, and being willing to laugh at yourself.

16 Feelings are the most important outcome of every interaction Feel good, smart, happy and funny; People who take an interest in us; Get what we need; Protect from common pitfalls; ways to have an even better outcome; Feel good or part of something important.

17 What you can do TODAY in your business. Collect client feedback. Give your staff authority and confidence. Focus on the small things. Add a personal touch. Follow up with your clients. Surprise your clients often. Don t hesitate to apologize. Don t make a sale. Build a relationship. Find out what s unique about you and do that over and over again. Create a loyalty programme. Host an event. Impart knowledge. Partner with non-competitive businesses in your community. Build your social media presence. Create a spa marketing planner.

18 Ensure you are Exceeding Customer Expectations every day.