Five Keys to Effective Customer Service
Have you ever thought about the criteria your customers use to evaluate positive service interactions with your organization? According to Zeithaml, Parasuraamn and Berry from their book Delivering Quality Service: Balancing Customer Perceptions and Expectations, there are 5 key areas that customers use to evaluate service:
- Reliability- can the customer depend on the organization to accurately and dependably provide service to them?
- Assurance- does the service provider convey confidence about their product or service and do the customers trust that service provider?
- Tangibles- this deals specifically with the appearance of the service area, the store, the lobby etc., and the appearance of the customer service provider. Is the environment pleasing and appropriate and is the service provider dressed appropriately, smiling, warm and genuinely open? If you are interacting with the customer via the phone obviously your smile, your tone of voice and listening intently will create positive points of connection with your customers.
- Empathy- this is the strongest skill that demonstrates that the service provider genuinely cares.
- Responsiveness- this involves the ability to provide prompt or timely service and measures the willingness of the service provider to help customers.
Stephen Covey refers to a concept of emotional bank accounts. An emotional bank account works like a financial bank account where there are deposits and withdrawals. Points of connection Points of connection, whether positive or negative, have a direct correlation to the customer’s emotional bank account. If the connection is a positive experience there is a direct deposit. A negative experience leads to an immediate withdrawal from the account. Often times, it takes numerous positive points of connection to create a deposit; however, it often only takes one negative point of connection to deplete an account.
How did you react to the last negative experience you had with a service provider? Was you last stay at a hotel positive or negative? What point of connection formed your decision?
Is every point of connection in you business a positive one? Will your clients be adding to their emotional bank account for your business or are they planning to close the account. How can you know?
Start now to find out! Create a process within your organization that provides the ability to monitor and measure every point of connection in your service cycle. By creating that process you will be focusing on making every customer experience valuable and hopefully positive.
If you want to know more about how to increase you Customer Loyalty contact Hank Sullivan at Strategic Solutions (510) 432-7596