Transcript

This is Stuart Webb Expert Breakthrough Growth Mentor, author, founder and CEO of The Complete Approach with another of my one take vlogs, all the mistakes stay in.

For business it’s been a tough few years, proving that it really is survival of the strongest and most innovative. Companies such as Amazon have continued to prove that they are the champions in the recent economic climate. Providing a customer-centric approach to their business, they have maintained a very high consumer satisfaction rate. So how have the likes of Amazon managed to do this? What magic are they performing to keep one step ahead? We think it runs along the lines of the following methods:-

• By using their creativity

• By being practical

• By finding intelligent methods to cut costs

• By improving their customer service

Online business is where it’s at these days. This is unfortunate for the High Street stores, or local service providers, however, we all have to accept that ‘virtual services’ are the future and very much so, the here and now! Successful companies are investing in the best technology to enable them to provide almost 24 hour support to consumers, which means that customer service is delivered more effectively and the turnaround for resolutions at great speed.

Companies are also embracing the fact that we humans prefer to speak with other humans when we have a problem or concern. By giving customer service agents the freedom to provide amazing UNSCRIPTED customer service, every consumer can feel that the agent they speak with is dealing with their issue as an individual.

It’s not only customer satisfaction that is of importance. Ensuring that agents/employees are satisfied in their roles is paramount. Investment in staff training, encouragement, reward for performance and the opportunity of career progression reflects on the whole experience for both the agent and the customer. Someone who enjoys their job, and is well managed, is far more likely to go that extra mile and do what they can to aim for high customer satisfaction.

Putting effort and investment into customer service, both front office (at the point of impact on the customer) and back office, make a vast impact on the survival of any company. Even managers in the support functions such as IT and HR need to be involved. Now is the time to get creative, get practical, find alternatives and let your business thrive with outstanding customer service.

If you need help to understand where you are on your journey to excellent customer service, why not ask us for a roadmap review where we can spend about 45 minutes going through 50 questions which will pinpoint the exact strategy you need to adopt to maximise your growth. Use the form below to access that.