Customer Service Excellence: It’s About Your Heart

It’s about your heart. With all I’ve written about touchpoints, anticipating needs and steps of service, none of them can compare with your heart. Your heart is what connects with people. Your heart is what allows you to listen empathetically. Your heart is what causes you to give a genuine smile to a complete stranger, who you find yourself now serving. Yes, the heart is what pushes you to love. Love IS service, and service IS love. To create consistent, world-class service on your team, there must be a regular discussion about the heart and its role in driving service excellence.

S.I.F.I. (Superficially interesting, but fundamentally insignificant)

There are those who will mentally fast-forward through any discussion (or article) about the heart. They view this topic as superficially interesting, but fundamentally insignificant. In their minds, they believe that tactics and strategy, alone, will enable them to accomplish their service objectives. Tactics and strategy are not bad things. In fact, they are a necessity. But tactics and strategy are incomplete without a discussion about the heart. Imagine a beautiful care with no driver, or a sleek jet with no pilot. Without the heart, tactics and strategy are simply shiny hunks of metal with no soul.

If you look at some of the world’s most iconic service companies like Disney and Four Seasons, you will notice that they are blatantly open about their hearts and how much they care about who they serve. They don’t look at service excellence solely as a competitive advantage, but rather as their sacred duty.

So, how do we make the heart our central focus in delivering great service?

  1. Be thankful for the opportunity to serve people who actually want the service/product you provide. Not only do they want it, but they want it from YOU! Don’t take that for granted.
  2. Challenge yourself to WOW somebody everyday.
  3. Before asking for anything, offer to give something first. Remember: Give-Share-Teach.
  4. Learn at least one preference about one customer everyday (preferred name, hobby, pet peeves, favorite food/beverage, preferred mode of communication, line of work, birthday, anniversary date, favorite TV show, favorite music genre, etc). The list can go on and on.
  5. Tell your customers how much you appreciate them (and mean it!)

“But I’m too busy! There’s no possible way I can make each customer feel taken care of.” Do what you can with what you have. Regardless if you have 30 seconds or 30 minutes, approach each customer with kindness in your heart. Always ask yourself, “how can I do more than the bare minimum with this customer?” By asking that question of yourself everyday, you will actually be forming a very powerful thing known as a habit. And since it is a good habit, allow it to take root and flourish.

More than the fancy furniture, expensive equipment, chandeliers, and manicured lawns, every customer is saying, “I want you to know me, pay attention to me, and care about me!” Love is service. Service is love. Use your heart to reach other hearts and success will surely follow.

Must Have Call Center Systems For Impeccable Customer Service

The key to great customer support service is a seamless operation as well as a tech-driven support system. No matter how experienced you are, handling customer support without new age systems is a tough row to hoe; considering the fact that tech advancements are an intrinsic part of our day to day lives. In the ever-increasing competition of the industry, businesses in the domain should switch to call center systems that enable a streamlined workflow while boosting the overall efficiency. In the following content, you will get a brief overview of call center systems that are crucial for surviving in the customer service domain.

Quality Management

This software system is aimed towards maintaining quality in operations and in offering support services that are highly reliable. The main tasks processed by this system are call recording, monitoring, and report maintenance. This is a system that plays a pivotal role in reviewing and modifying customer support with the aid of customer interaction history.

Contact Routing

Most of the call centers today have upgraded to the technology that enables automatic call distribution. This technology has numerous benefits like real-time reporting and tracking of call volumes, average handling time, as well as response time. Contact routing also allows easy rerouting of contacts to agents as per the requirement.

Text & Speech Analytics

This is a call center software that helps agent search certain keywords in a conversation that is either in the form of a recorded speech or written text. Text and speech analytics are quite useful when an agent is required to run through communications that have occurred between customers and the business over a period of time to extract the required information.

CRM

Customer relationship management enables businesses to analyze as well as maintain a fruitful communication with customers. CRM software can be quite remunerative for call centers as it helps in assessing each customer’s journey with the brand while maintaining a history or report that can be useful in future. This is one amongst the most crucial BPO software systems that one should concentrate on necessarily to deliver great support services.

These are just a few of the major software systems that call centers should necessarily invest in. However, they sure are the major ones that matter a lot; so, if you run a business in the call center outsourcing domain then do make these software systems a part of your business operations.

Can Good Customer Service Give Your Restaurant a Competitive Edge?

We live in an age where everything is available at any price suitable for any budget. So you can get the same meal that costs a fortune at one restaurant and at a fraction of the price at another. Price is usually the main factor when it comes to competition, followed by the flavour and presentation of a meal. These factors are what every restaurant owner considers when managing their restaurant. Customer service is a side order and not usually the main factor. But can customer service be the main factor in giving your restaurant the competitive edge?

For many people if the customer service is bad, they will not return to that particular restaurant again. They will rather find another place to eat and avoid the bad service altogether. Noting that type of behaviour in customers, it could be used as a main factor in making your restaurant more competitive. Consequently, customer service would come first, followed by either price or food flavour and presentation. In other words, the prices of your dishes would not have to be the cheapest in your area as long as your customer service is better than anyone else’s.

Train your waiters in the way of good customer service. Encourage them to greet and smile every customer. They must treat every customer like they are special. People want to know that they are special and want to be treated well. The thought behind this is that a customer may have had a very bad day and being welcomed by a friendly waiter who is interested in making their dining experience as comfortable and delightful as possible, will instil a sense of calm and joy. Or a customer may not have someone in their life that makes them feel special at home so if your restaurant can make people feel great about themselves and their experience, they will return for more.

Give customers a special treat for visiting your restaurant. This could be anything small like sweets. Or you could treat them with a free basket of mini rolls. A complimentary mini cup cake is also a wonderful treat. Customers will appreciate these gestures and associate your restaurant with a positive experience. Naturally, whenever someone enjoys a positive experience they tell their friends. This creates a ripple effect where more people come to visit your restaurant.

Use the best catering equipment such as the best silverware and crockery. People know quality when they see it and this will make them feel special. The idea is that the special silverware is usually only used for special occasions in their own homes so being treated with quality silverware at a restaurant can go a long way for your reputation.