In the movie The Princess Bride the mastermind bad guy Vizzini several times deals with certain situations that do not go the way he anticipated and each time he exclaims “inconceivable!”
Until finally the sword master Inigo Montoya says, “ You keep using that word. I do not think it means what you think it means.”
If you Google “customer service” today you will get hundreds of thousands of results of articles on how to create the best customer experience, examples of awful customer experiences, lists of 3.5 things you need to know to serve your client better and on and on and on.
All of these articles will tell you what you should do, but just like Vizzini in The Princess Bride, customer service doesn't mean what you think it means.
That's the bad news. The good news is that delivering exactly what your customers want is as easy as asking them.
Customer service doesn't mean what you think it means. It means what your customers think it means.
So the key to "wowing" your clients is getting into their head.
At Refundo, we don’t just rely on our own brilliant ideas for excellence. We survey and quiz our ERO’s constantly asking, “What do we do well?” What needs to be improved?” “What do you love – what do you hate?”
Our support team has been overhauled and improved thanks almost entirely on customer feedback. Our dashboard interface features several improvements suggested by our customers. Your clients will tell you exactly what they want, so don’t try to guess.
There are many ways to learn from your clients. Encourage them to give feedback with surveys, chat boards, and just good old-fashioned conversations. The trick here isn't getting your customers to tell you what they want from you. They will do that even if you don't want them to. The trick is making sure you are ready to listen. Sometimes the truth hurts. When you get negative feedback (and you will, we all do) be prepared to listen without making excuses or shifting blame. Get yourself into a neutral mindset and HEAR what your people are telling you.
Then what? Act on your customer’s feedback. Make appropriate changes, as fast as you can and when you do, give your customers credit for helping you know what to do better. Now that sounds good… Doesn’t it? Better communication in marketing, sales, service and support can help you and your organization reduce stress and increase productivity and profitability. Do you Refundo?