When you’ve been voted by the industry as Best Customer Service by a Company (2016 REGGIES), it opens the discussion of how we did it. All of us at The Rhinestone World were excited at the nomination and the announcement. It was a huge honor to be recognized and appreciated for the tons of hard work and commitment it takes to ensure we’re at the top of our game and meeting the needs of customers.
A mantra often used is, “the customer is always right.” I would like to amend that saying, “the customer is always first.” Everyone who has dealt with customers before knows the customer is not always right. With that said, that does not negate our responsibility for treating the customer with the utmost respect and dignity. If you truly do follow the “the customer is always right,” you may give poor customer service, because sometimes the customer doesn’t know what they want or fail to properly communicate what they want. It is your job as a customer service agent to figure out what they truly want, not just what they say they want, and to communicate that clearly to your customer. But following these 5 traits, you will be able to give customer service that is superior to your competitors and stand out among your customers.
I think, training is the life and death of customer service. If you’re not training, to be honest, you are not equipped to properly handle your customer’s needs. The whole point of your customers reaching out to you is to find an answer. This means that you are fixing problems without adding to their discomfort; this means you are getting their order correct and on time; this means backing your product and taking care of the customers if they are having difficulty using your product.
Integrity goes hand-in-hand with learning. We are all unique, creative individuals. Our staff is focused on being a true representation of individuality in the most respectful manner possible. We handle each person as an individual; not a number, not a goal, not a bottom line. So many times, you call customer service somewhere and you know the person on the other end is reading a script and not loving what they do. That’s not us. When you call us, we don’t try to make up a personality. People can see that, they can read through a persona. We’re more approachable and genuine.
3) Do Hand-Written Notes
This will give a personal touch to your customers that connect you with your customer on a personal level, rather than just on a business relationship level.
4) Don’t Just Email, Call
If you have a larger issue, it will be difficult to handle just over email. So, give them a call. You don’t want to add the frustration of typing out a message and waiting for a response to your customer. After the phone call, send a follow-up email so that everything is documented.
5) Remember Why Your Company Was Founded
What did you do to gain customers? What did you do to stay interesting/relevant? Don’t forget the founding principles of your business, because you are essentially forgetting your identity and if you don’t know who you are, you can never know where you want to go.
No matter the challenges the TRW call center staff face when communicating with customers, it can be a wonderful experience. Some of our customers are just building their businesses, and you see them grow and develop, and you learn to know them. Their accomplishments are very personal; I see us as merely stewards and servants in their success. Building a business and taking the risks that come along with that hard work, it’s easy to get discouraged. We encourage them and try to inspire them, even. There’s always going to be people out there doing exactly what you’re doing, or a piece of what you’re doing – learn from them and add to it.
6) The Ultimate Goal
Remember, the customer service representative’s job is to connect to people, to interact with them in a way that leaves them better than we found them, and more able to get where they’d like to go.