建立客户服务文化

Eight Critical Steps to Establish a Customer Service Culture

Upon reflection, most all of my interactions with displeased customers were not the result of a poor product, but rather a disappointing customer experience.

这是为什么？

因为，产品不是个人的，客户服务是。

建立客户服务文化

简而言之，我想与您分享八个关键步骤来建立客户服务文化。

“每家公司最大的资产都是其客户，因为没有客户没有公司“
Erwin Frand

During our recent weakened economy, many businesses have seen declining revenues and declining budgets.

Declining budgets often lead to reduced staff levels and diminished services. To me, this does not make sense.

竞争服务优势

I believe that it is during the down times when service should be at the forefront and retention of loyal customers even more of a focus. When price wars fail to drive revenues, businesses often look to service to give them a competitive advantage.

许多大型企业营销人员正在返回“服务销售”心态，然而，许多卖客户服务很多，少数销售。问题是，很少有营销人员真正为客户提供服务。

真正的客户服务

在整个历史的业务中，我有机会互动和发展客户服务理念。它是固有的，当您在基于服务的业务时，您的客户被迫为您提供反馈时有时。这是您对此反馈的作用，这些反馈将塑造未来及其对业务的印象。

在反思后，我与不满客户的大多数互动不是一种糟糕的产品，而是令人失望的客户体验。这是为什么？因为，产品不是个人的，客户服务是。简而言之，我想与您分享八个关键步骤来建立客户服务文化。

1. Customers are the reason for work, not an interruption of work

这听起来很明显，不是吗？你有多少次进入企业，只有在电话上的时候等待，或者忙于做一些“不服务”任务？

Employees often lose sight of the importance of the customer and get consumed in lesser day to day tasks. Sure, there are tasks that need to be accomplished, but you cannot afford to sacrifice service to get them done. Good customer service must be a priority for you and your team. Without your customers, you have no company!

2.火车，火车，并继续训练

无论他们的部门如何，都可以通过跨越您的整个员工来协助客户。当客户变得沮丧时，他们希望他们的问题解决了不要在没有授权或能够协助他们的员工之间洗牌。

Offer continuous customer service training for your staff and once they are providing good service, continue to train them.

利用角色游戏情况，协助您的员工认识和体验简单且困难的服务机会。如果员工有困难的舒适程度，他们将能够更好地处理它。

3.赋予您的员工服务

为您的员工建立资源系统，以为客户服务。允许他们宽容，采取必要的措施，提供卓越的服务，并应解决客户是否存在不满。创建一个结构化系统，以允许您的员工为客户服务。

Establish a discretionary budget that an employee may access to recover a customer before you lose them. I recently learnt that a major hotel chain has a monetary fund available per year and per employee enabling them to go above and beyond to ensure exceptional service.

This empowers the employee to right a wrong or create a "memorable" customer experience. I am not advocating large sums of money, but with regards to customer service, a small gesture can go a long way.

问你的员工什么工具将使他们职业vide better service. You would not send a fireman into a burning building without the proper equipment. Failing to empower and enable your staff with the necessary tools to serve your customer leaves you with few options other than poor service.

4.使服务个人

Greet repeat customers by name, if possible.

提供握手并自我介绍。创建服务的服务不仅会留住客户，而且应该帮助弥漫困难的情况。

感谢您的客户惠顾。它确实有所作为。

说“是”，即使你应该说“不”

Support your staff when they make customer service decisions. In my business, it is my policy that an employee can act without concern for repercussion, as long as they are meeting a customer’s need.

I have found this creates a greater willingness to serve the customer.

Often times you could say "no" to a customer, however, "no" can have huge implications on your business. Ask yourself, "Am I willing to potentially lose 10 customers as a result of this interaction?"

6. Offer a solution

Shift from the problem to the process for resolution.

提供多种选项之间的选择。

Put yourself in their place.

涉及客户确定解决方案。

Clearly explain any limitations that exist.

7.认可您的员工以获得优秀的服务

实施客户服务奖项计划，该计划识别员工进行卓越的客户服务。也许你已经尝试了这些而没有成功，不相信他们的工作。如果该计划就像我所看到的那样，我倾向于同意。

尝试不同的东西;打破模具。如果客户不顾一切以获得伟大的服务，我最成功的客户为女性员工提供SPA治疗。另一个客户为他收到的每五个未经请求的，正面的客户评论提供了他的员工，这是他收到的每五个未经请求的奖励。这些只是一些“盒子外面”的例子。在您的员工中为客户服务生成一点兴奋。

Take the time to acknowledge employees at staff meetings. People want to leave their mark and feel that they matter. Taking the time to recognise them in front of their peers can make a real difference.

8.向客户询问他们对您的服务的看法

找到您是否满足客户的最佳方式是问他们。正式努力可以包括客户调查，问卷，访谈或评论/建议卡。非正式地，与您的客户和您的员工一起出去交谈。询问他们对您提供的服务的感受如何。理想情况下，使用两种方法的组合。

You may be thinking, "Why should I go ask for trouble? Who knows what I might hear if I ask?" That is the point. As you will see in the statistics below, most customers will not voice their disappointment with your service levels. They will simply leave and never return.

如果您不询问您服务的质量，您可能会造成错误的假设，并觉得您可以降低服务水平，因为您很少投诉并将您的组织引导到关闭客户的区域或导致您从未打算过的问题。另一方面，向您的客户询问您的客户向他们发送消息，以便您关心您的业务和他们。虽然您可能会听到一些批评，但您也可以了解您的表现，并查看您应该修改的内容。