Providing a Stellar Customer Experience
The goal of a successful business should be to go beyond a basic quality customer service experience. In the eyes of the customer, the quality of your service is just as important as the quality of your products.
By: Sylvia Slezak | Oct 2023
Photo by ernestoeslava
Providing stellar customer service is about providing customers with the best possible experience and doing more than what is expected. Your business and your customer service team should be willing to ensure customer satisfaction even after the problem is resolved.
Positive reasons to provide an exceptional customer experience:
Your business can differentiate itself from the competition
You can build stronger customer relationships
You can foster long-term business success
Types of excellent customer service:
Personal and professional skills.
Patience with a "people-first" attitude.
Technical and critical problem-solving.
Creating a positive experience that makes a customer happy with your services can result in repeat business, referrals, and rave reviews.
Did you know that Online customer reviews can play an important part in the success of your business? In fact, studies showed that reviews influence 90% of potential customers better than a sales pitch.
Many customers struggle to communicate with their customer service representative. One third of clients say that efficiently answering questions is the most important asset of a company's customer service team.
We invited Jessica Cano, our Client Services Manager at CityOf.com to share her experiences on leading a stellar customer service team. Here are the highlights of our conversation.
What appeals to you about working as a client services manager?
Excellent customer service is something I value, and I enjoy the opportunity to help manage and inspire others to provide excellent service as well.
What type of client services skills are important to have as Client Services Manager at CityOf.com?
The importance of confidentiality, delegating, adjusting to others' learning and communication styles, and being accountable for the success of the team.
What's the greatest challenge you consistently face in your role?
Delegating, trust-building, and wearing many hats. In addition to motivating a rep when they are feeling overwhelmed, because Customer Service Reps (CSRs) have to be people-pleasers all the time.
Which qualities do you prioritize when hiring client services staff?
Being comfortable working individually, and as a member of a broader team. Professionalism, patience, passion and a "customer-first" attitude.
How do you structure training to ensure your service representatives are ready for their roles?
After each portion of training, I have the rep explain back to me what they understood to ensure all was processed correctly. This also includes exercises and role-playing for improving interpersonal communication, product knowledge, and conflict resolution. Then we move onto hands-on training. I continue to monitor their work and closely audit for the full first year.
How do you handle client requests that are difficult to fulfill or de-escalate the situation when a client is upset or frustrated?
I have the rep explain that they are going to transfer the call to their manager. Then I continue the conversation by listening without interrupting, being patient, showing empathy and care, and then thanking the client for sharing their experience. I make sure that I understand the customer's problem and work on finding an acceptable solution. Lastly, I summarize the next steps and ensure follow-ups are made to keep the client up-to-date.
How would you respond if several clients name a particular service representative in their complaints?
We don't have that issue to deal with.
How do you monitor the effects customer service has on an organization's overall performance?
Customer feedback & satisfaction, Google reviews & referrals.
Which customer service trend do you think is most important for companies to focus on?
Continuity of Care and Rapport Building.
What defines your management style as a leader of service professionals?
I view the employees in my department as my team and I treat them as such. I collaborate closely with my team members to develop strategies and make decisions together.
If you felt a company policy was responsible for significant customer dissatisfaction, how would you address it?
Respectfully assert my opinion to upper management. I provide stats and present a suggestion for a solution.
What do you believe is the best way to motivate employees to provide outstanding customer service?
Open communication, encouraging your employees to share their opinions and or concerns will make them feel valued, offer ongoing training, identify ways to show employee appreciation, set realistic and achievable goals, recognize their achievements, offer incentives and rewards.
Which key performance indicators do you track most closely when reviewing the quality of service your team provides?
Sufficiency, team performance, customer satisfaction and client retention.
Do you have a strategy for not only meeting but exceeding customers' expectations for service?
Offering quality service, one-to-one marketing, building rapport, create personalized interaction. Under-promising and over-delivering. Making the client aware of all of our services that can benefit them.
What factors or people have made a difference in your success?
Our President and CEO, Jacqueline, has definitely made a difference in my success. The care, patience, guidance, and understanding she has shown throughout the years, and continues to show me is something you don't often see in a workplace. I am very appreciative of her.
What advice or tips would you give to another Client/Customer Service Manager?
Be a respectful, honest and supportive manager.
Share positive feedback with your team.
Be open-minded.
Help your team visualize what success looks like within their role.
Explain how their contribution makes a difference to the company.
Stay updated in the hands-on part of the workload. If needed, you can always fill in and know exactly what needs to be done.
Cross-train on the work duties that only you are assigned to.
Leave personal problems at the door and vice versa.
Lead by example.
It's always a good idea to spend some time doing what your team does on a day-to-day basis to better understand their challenges.
We thank Jessica Cano for sharing valuable insight and for being a part of CityOf.com for more than ten years. CityOf.com is blessed to have a stellar team in each department with a "people-first" attitude.
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