Avoid disappointment customer
Promises of sweet and seductive we’ve heard from various companies anywhere in the world. However, if the Customer Service companies are satisfactory to all their customers in line with expectations and promises that are advertised by the company? Not always sweet promises they are in accordance with what they promised before. Sometimes companies are not consistent on their promises and disappointing customers and prospective customers. Such actions are of course very embarrassing business anywhere because it can damage the corporate image and eliminate beliefs that have previously invested by the company. Even the devastating impact these actions could result in another company that had nothing to do with a company reneges on that promise to be bad just because its image is also similar, although different types of company credibility.
Company promises that can not be fulfilled in serving the customer will cause a decline in the credibility of the company. Since both bad service firms can influence the development of the company itself. If the company is providing a good service then the customer will feel at ease to become the company’s customers, but if the company does well in providing services to its customers, then the likelihood customers will move to another company because they feel disappointed and granted by the company. If the company’s poor service to customers not immediately be fixed, long the company will incur a loss and go bankrupt. Therefore, the insurance company on this website always put service to its customers with the best possible insurance companies so that all customers are satisfied and will continue to join at this company. If all customers are satisfied customers then by itself it will someday invite others to join the company without the company must first seduce the person in whom the customers are.
Starbucks – A Customer Service Mecca
Mec-ca ‘me-k?: a place regarded as a center for a specified group, activity, or interest.
Being that customer service is my passion, I am always on the look-out for customer service that over-delivers higher expectations to the customer. Finding a large company with such qualities can be challenging; however, I have found it.
When I first moved to Alberta 3 1/2 years ago, the economy was booming and workers for any industry were in high demand. You could get a job at most any coffee shop in Edmonton and expect a wage of $12-$15 per hour. The sad fact during this over-indulgent time was that anyone who was inhaling, exhaling, panting, gasping, or puffing was able to retain employment in the customer service industry. Employers in this industry did not have an ideal assortment of exceptional customer service individuals to choose from in the employment application pool. And so we, the customer, were given what I like to refer as the neo-inept era.
However, during this era there was one business that seemed to retain excellent employees who knew how to deliver customer service and this was, and still is, my mecca: Starbucks!
I have always enjoyed the “Starbucks Experience” but never really had a specialty drink that made me search out a Starbucks…until now. My partner introduced me last year to: Grande, Chai Tea Latte, skinny, extra hot! Now…I know there is way more sinfully tasty treats at Starbucks, however, Grande- Chai-Tea-Latte,-skinny-extra-hot, to me, is like pure milk-melting-in-your-mouth-chocolate, can’t wait to have first thing in the morning or last thing at night, sweet and seductively fragrant, smooth and wickedly indulgent drink.
But I regress…back to customer service.
So what is the secret to Starbucks’ excellent customer service?
This is what I found on Starbucks Coffee Company website listed under “About Starbucks & Career Centre”, depending on job and personal situation, a partner’s total pay package may include:
* Progressive Compensation Package
* Healthcare Benefits (Medical, Prescription Drugs, Dental and Vision)
* Retirement Savings Plan
* Stock Options and Discount Stock Purchase Plan
* Income Protection Plan (Life and Disability Coverage)
* Management Bonus Plan
* Adoption Assistance Plan
* Domestic Partner Benefits
* Referral Programs and Support Resources for Child and Eldercare
* Discounted Starbucks Merchandise
And of course, all partners get a pound of coffee each week.
A pound of coffee a week?! Well….no wonder the service is exceptional and the partners are so vibrant and jubilant…Starbucks has their staff all jacked up on coffee!
But seriously, researching articles on the training program that Starbucks offers their staff – or as Starbucks refer to the frontline staff: “partners” – are not just ingenious, but necessary tools to provide the “Starbucks Experience.” Tools from in-depth training that include: coffee history, knowledge and preparation, memorization of recipes of all different drinks, weighing beans, opening coffee bags properly, and twenty-four hours of on-the-job training within a one to two week period. Customer and retail training which entail how to sell an espresso machine, explain the different drinks to the customer (without rolling eyes and sighing in disgust at the newbie Starbuckians), preparing the drink to the customer’s specifications, and my all-time way to over deliver customer service: making eye contact!
I don’t have “one fixed” Starbucks I journey too as I am not your usual nine-to-five clock punching employee. Instead, blessed as I am, my employment takes me to varying parts of the province, and the one consistent customer experience I see at any Starbucks: at least one customer that comes in the store when I am there has a connection with the staff. This can range from the staff saying a polite “Good Morning, Mr. Smith” to shouting out a “Give me a Jane” (this usually means, a specialty drink for a specific customer).
In my mind, one of the most inventive places that Starbucks decided to set up shop is in Chapters! My greatest hobby is reading…yes I admit….a bookaholic. I can easily spend a morning or afternoon browsing through the thousands and thousands of books Chapters has to offer (oh my…you can do what with what?). So, put a Starbucks into a Chapter’s store and guess what Chapters….I’m not leaving any time soon. Hey…Chapters…throw in a fireplace and slide on over some of those comfy cozy Starbucks chairs and I’m your new tenant! (Not sure how Ms. Reisman, founder and Chief Executive of Indigo/Chapters, would take to my tenancy!)
In early 1995, Howard Schultz (CEO Starbucks Corporation) and Dave Olsen (Senior VP Starbucks), presented their vision of what a future Starbucks store should be like: “an authentic coffee experience that conveyed the artistry of espresso making, a place to think and imagine, a spot where people could gather and talk over a great cup of coffee, a comforting refuge that provided a sense of community, a third place for people to congregate beyond work or the home, a place that welcomed people and rewarded them for coming, and a layout that could accommodate both fast service and quiet moments.”
In other words, my Mecca!
Customer Service – What Does It Really Mean?
This week I travelled to Calgary Alberta for a Conference that begins tomorrow. While I was eating lunch in the restaurant I received a telephone call that my uncle had died this morning. At first I was just shocked. Then, as the day went on, the emotions started to hit me. I went to my room and cried.
When evening came I thought perhaps I should go to the dining room for something to eat. I ended up crying again and explained to the server why I hadn’t finished my meal.
She was wonderful!
First she kindly expressed her condolences. Then she listened while I talked about how much my uncle has meant to me. She explained that she understood the importance of family and how difficult it can be for her because she lives in Canada while most of her relatives live in Tibet.
She offered to have me try some of the Italian deserts that were featured and then packaged my meal so I could take it back to the room.
A few minutes later the other server came to my table and he, too, offered kind words. He encouraged me to be strong for the next few days when I will be autographing books for attendees at the Conference and serving them as a member of the Board of Directors.
When I asked for the bill I was told that there would be no charge.
I have been thinking about how important this couple of individuals has been in the customer service plan of the large hotel chain that is housing me. They offered genuine kindness after recognizing the situation of their customer and then did what they could to try to make the situation better. Their actions were not from a policy manual and not just on a financial level. They actually connected at a very practical and human level.
Customer service is not just about reacting to problems or complaints about products and services. It is about understanding your customers, building a bridge with them and helping them to get through difficult times – even when there really isn’t anything that your business can do to solve a problem that the customer might be experiencing at the time.
I talked with the hotel manager so that he would know how much I appreciated the kindness of these two staff members. My comment was “This is a good place to be when there’s trouble”.
Sometimes we are surprised by life events that strongly affect us when we are right in the middle of commitments that we need to fulfill. We might not have family or familiar surroundings to comfort us.
At times like these, it is very important that we are in places where customer service is a priority.
Today I am thankful that this hotel knows how to provide it with finesse.
Wouldn’t it be wonderful if every business was so good at giving excellent customer service? It would certainly make the world a better place!
Customer Service
Crystal City Framing is a successful small business in an area just outside of Washington, DC in the United States. Paul and his assistant, Joe, have a loyal client base. Even though there has been an economic downturn and many small businesses have closed, Crystal City Framing continues to thrive. What is their secret to success? For them, it is Superior Customer Service.
Three essential ingredients for achieving and maintaining excellent customer service for growing a business are:
Smile
Listen
Remember
Paul and Joe offer these and more. Even though his shop is for framing certificates, maps, photos and art, Paul also stocks art work from local artists. My first purchase was an oil painting that I saw in their shop window upon moving to the area. I enjoyed the painting so much that each time I walked by the shop, I could not imagine living without it. So, I bought the painting to take home and enjoy every day. It hangs in my dining room, and I smile every time I see it.
I expected Joe to wrap it and since it was heavy, I expected a little handle so I could carry it easier than carrying by holding on to the frame. What I did not expect was Paul to offer to come around the counter and then carry the painting to my apartment and hang it on the wall for me. I live close so he was not out of the shop very long, but still that extra effort was excellent for someone new to the city.
There are many framing shops in our area, several even close to Paul’s business. But after receiving excellent service from him, I returned to his shop for my next framing project. Joe did a great job with the matting and framing. Since I was now “a neighbor,” Paul gave me a 10% discount on my purchase. He also gives me a 20% discount for each new customer I bring by. What a great way to honor referrals for new business!
I take all my framing projects, personal and professional to Paul. I often had to take a framed certificate to a second shop for engraving. I mentioned this once to Paul by saying I needed the certificate by a certain time so I could get it to the engraver. Before long, there was a sign in Paul’s shop reading “engraving offered here.” How lovely to be able to drop the project off for framing and have engraving completed as well. In addition Paul also will arrange to have anything shipped if the customer wants that service too.
Another time I took a marble clock to Paul for new engraving. He took it upon himself to take it to the clock shop down the street to have the pens and pen sockets replaced for me. Did I pay for extra work? Of course; but the point is I would never have thought about getting new pens and pen sockets. Paul continues to add value to his customers.
The best story I have though is about Paul’s shipping service. In our area people move in and out often. One guy went to several shops and said, “I want to buy some art, and when I am done with it here I want you to ship it home for me.” Everyone pointed him to the UPS Store down the block, everyone but Paul. Paul said, “If you buy the art from me, I’ll take it to your apartment and hang it for you; and when you are ready to move, I’ll come and get it as well as wrap it and ship it for you too.”
Because of this Paul has increased his revenue and profit on sales he may not have made had he not offered such great customer service. In addition, he has created a good reputation for himself. As is often the case with delighted and satisfied customers, they told their friends and family. By providing this extra service, Paul keeps growing his customer base and his business continues to flourish.
Paul is a true entrepreneur. He keeps his eyes open for ways to increase his business by offering new services for his customers that they need and by providing services for them that make their day easier. Paul finds ways to provide things to his customers that other similar businesses do not. And, just as important, he provides it with a genuineness and a kindness that is always welcome in any business.
So, look around at what you are providing to customers. Continue to consider:
? How can you make the life of a customer easier?
? What do customers need?
? What value-added services can be offered to customers?
? What do customers want that you now do not offer?
? How can you improve referrals from your customers?
? What is a new product or service you can offer?
The best way to retain customers and get new referrals is to show kindness and going the extra step of treating everyone like a close neighbor!
*Names Changed
Customer Service, Easy As CAKE
Great customer service – “To satisfy a customer by delivering high quality service exceeding the customer’s needs.”
There are four main things that a company needs to perform; 1. Communication, 2. Anticipation, 3. Knowledge, 4. Execution.
Communication – Communication sets the tone with customers. This will give the customer the confidence to believe in a company’s ability to perform as an international freight forwarder. Communication has a lot to do with customer service. This includes notifications to your clients and responding within a timely matter to their requests. Make your customer your friend, even if you don’t like them. Listening is also a part of communication. Being a good listener helps us identify the needs of our customers and the message they are trying to deliver. It helps us direct the customer in the right direction and also helps us identify any potential problems before they occur.
Anticipation – Anticipate your customers needs. With effective communication you will be able to anticipate the client needs and provide them with solutions they are looking for. Don’t assume anything.
Knowledge – Knowledge gives you the ability to provide quality service by satisfying the customer’s needs. Be an expert at everything you do. Customers comes to you because we’re expert freight brokers. With knowledge of the industry you are able to identify the best solution depending on the customer’s need. It also helps you in communicate. We can explain with confidence to the customer on what we’re doing and why we’re doing it. They will be impressed and will come back to us whenever they are in need of assistance. That’s what we want – repeat customers.
Execution – Completing steps A to Z flawlessly will impress the clients and well help you become a leading international freight forwarder. Over performance beats under performance any day. Make your customer believe in our ability to perform. This increases our chances of a customer returning for our services because they trust our ability to perform. That’s what we want a happy profitable customer!
It’s as easy as C.A.K.E.