What is customer service ? The 7 Essentials To Excellent Customer Service

Summary

In this video, David Brownlee, President of David Brownlee Associates, outlines the seven essentials of excellent customer service crucial for business growth. He emphasizes the importance of listening to customers, understanding their needs, and showing empathy. Brownlee introduces the 'SEC' approach—Smile, Eye Contact, and Comment—to enhance customer interactions. He also advises creating solutions, clarifying issues, and following up with customers to ensure satisfaction and loyalty, ultimately leading to repeat business and positive reviews.

Takeaways

• 👂 Customer Service is crucial for business success, as it can make or break a company's reputation and customer loyalty.
• 🗣️ The three key psychological needs of customers are to be heard, understood, and cared for, which are essential for excellent customer service.
• 😀 The acronym SEC (Smile, Eye Contact, Comment) is a simple yet powerful tool to enhance customer interactions and build positive relationships.
• 👁️‍🗨️ Active listening is vital; it shows customers that their concerns are acknowledged and that the business is committed to addressing their needs.
• 🙇‍♂️ Empathy is key in customer service; understanding and validating customers' feelings can lead to more satisfactory resolutions.
• 🛠️ Creating solutions for customer issues requires creativity and a thorough understanding of company policies and the customer's history.
• 🔄 Clarifying the situation with the client ensures that the resolution provided is satisfactory and prevents future misunderstandings.
• 📞 Following up with customers after a transaction is a critical step in ensuring their satisfaction and encouraging repeat business.
• 📈 Excellent customer service not only retains customers but also fosters word-of-mouth referrals and positive online reviews, which are invaluable for business growth.
• 💌 Drip campaigns via email are an effective way to maintain contact with past clients, offering them value and keeping the brand top-of-mind for future purchases.

Q & A

What is the importance of customer service in the current business environment?

Customer service is crucial as it can significantly impact a business's reputation and success. With platforms like Yelp and Google Reviews, customer feedback is visible to millions, influencing prospective customers' decisions.

What are the seven essentials to excellent customer service mentioned in the script?

The seven essentials are: 1) Being aware of what customers want, 2) Using the SEC acronym (Smile, Eye Contact, Comment), 3) Listening to customers, 4) Empathizing with customers, 5) Creating solutions for customer issues, 6) Clarifying the situation with the client, and 7) Following up with all customers.

Why is it important for customers to feel heard in the customer service process?

Customers want to be heard, especially when they have a problem. Feeling heard can lead to customer satisfaction and loyalty, as it shows that the company values their concerns and is willing to address them.

How does the acronym SEC (Smile, Eye Contact, Comment) enhance customer interactions?

SEC helps create a positive and engaging atmosphere. Smiling makes customers feel welcome, eye contact shows attentiveness, and a friendly comment can break the ice, making customers more receptive to the interaction.

What role does empathy play in resolving customer issues?

Empathy allows customer service representatives to connect with customers on an emotional level, understanding their frustrations and needs. This can lead to more effective solutions and higher customer satisfaction.

Why is it necessary to create solutions for customer issues and complaints?

Creating solutions shows customers that the company is proactive and committed to resolving their problems. It can turn a negative experience into a positive one, fostering customer loyalty and trust.

How can clarifying the situation with the client ensure customer satisfaction?

By clarifying the situation, the company ensures that the customer's issue has been fully understood and addressed. This step confirms that the solution provided is satisfactory, preventing future misunderstandings or complaints.

What is the significance of following up with customers after their purchase or service interaction?

Following up demonstrates that the company values the customer's experience and is interested in their satisfaction. It can lead to repeat business, referrals, and positive reviews, which are essential for business growth.

How can a drip campaign via email help in maintaining customer relationships?

A drip campaign keeps the company in the customer's mind by regularly sending valuable content like coupons, discounts, and company news. This can encourage repeat purchases and positive word-of-mouth marketing.

What are some ways to handle a customer who is very angry or dissatisfied?

Handling an angry or dissatisfied customer involves listening to their concerns, empathizing with their situation, and working to find a solution that addresses their needs. Sometimes, offering a refund or compensation might be the best course of action.