A customer’s experience with any representative of your company can make or break a buying decision. Every interaction by phone, text, email, or in person leaves an impression. The great John Wayne said, “You never get a second chance to make a first impression.”
Poor customer experiences will reflect in lower sales revenue and lower customer retention. However, amazing customer experiences will contribute to both higher revenue and new customers! The greatest compliment for your company is when your customers refer their friends and families to do business with you!
With that in mind, your business must always offer great customer service as a rule, not as an exception. While celebrating your customer service team, remind them that they are the key to help create this wonderful customer experience!
Customer Service Week is the perfect stage to highlight this commitment. Several ways to highlight this commitment may include:
- Add the commitment to your mission statement, vision statement or values.
- Create a Customer Service Pledge that all team members understand and pledge to follow.
- Use recent customer stories to reinforce how important a personal and quality customer service experience is to each customer interaction.
- Celebrate the “Little Things” that your team does to enhance each customer experience such as changing light bulbs or batteries, bringing in the trash can, or giving the dog a treat.
- Reward and recognize positive customer interactions just as much as you reward revenue and sales.
The bottom line is that commitment to Customer Service should be part of your company culture. Culture takes time to develop, but you can be intentional and make a commitment to make Customer Service part of your company DNA.
