Human Resource Consultants Provide Advice On Stellar Customer Service
rom the purchase of a new those of us in positions that
car to grabbing a quick involve many customer
burger, people are exposed interactions, this means that for
to examples of exceptional and every bad experience a customer
poor customer service every day. has we have to provide four
As the Client Relations Manager positive experiences just to
at an Arizona based HR consulting break even.
firm, I receive constant
compliments about our stellar So how do we ensure that our
customer service. Regardless of customers are receiving
compliments, the importance of top-notch, friendly, service?
exceptional service continues to Simple – here are proven tips
attract my attention. I am that Arizona HR consults
confident that each of us can suggests.
think of numerous times when top
notch, friendly, and helpful Responding To the Customer
service enhanced our day. Think
back on how that experience made As an HR consultant, I am
you feel. Did you tell others frequently called away from the
about it? Probably several times! office. Consequently, there are
Now think back to a time when you times when a client calls and has
received poor service. How did to leave me a message. The first
that make you feel? Did you go thing I do when I return to the
back again? How many people did office is check both my e-mail
you tell about that experience? and voice mail. No matter what I
Statistics have shown that “the have on my plate and no matter
typical person tells 20 people how important those tasks appear,
about a negative experience and I make sure that I first return
tells only 5 people about the all client calls at my earliest
positive ones” (Ames, 2006). For opportunity. I look at it like
this: if they took the time to client or customer requests.
call me, then they obviously Generally a customer is less
think that what they have to say concerned about having to wait if
it is important enough to warrant they know how long the wait is
a response. Often I return calls going to be. At the same time,
without yet having an answer to they expect to be given accurate
their questions. Ultimately what time frames and, if it is a
matters most is that these people larger project, reasonable follow
know that I am taking time to up and timely progress reports.
call them back and that their For example, I was working on a
requests will be effectively very detailed employee handbook
taken care of in a timely manor. for a client last month. I
originally told this client that
Give Time Frames and Stick to the handbook would be done in
Them about three weeks. However, as
other more immediate concerns and
Have you ever called some place projects came into play, it ended
where they put you on hold and up taking me longer than I
there is a recorded voice that anticipated (about five weeks).
repeats, “The next representative All along I stayed in contact
will be with you in a moment”? with the client. Thus, even
Personally, this drives me up the though I was two weeks past my
wall and typically motivates me originally projected time frame,
to hang up because my time is the client was extremely
just as valuable as theirs. I satisfied with the service. When
don’t expect them to give me an the project was completed, the
exact time of when they will deal client made it a point to tell me
with me, but a ruff estimate how happy he was with the way I
would certainly be appreciated. kept him posted on the project
The same thing applies to filling status. The proof is in the punch
and we all appreciate knowing level of their satisfaction.
when the punch will be delivered.
Go the Extra Mile
Listen
The other day I placed a carry
This is quite possibly the most out order at a local pizza
important aspect of exceptional restaurant. When I showed up to
customer service. I can barely pick up my food, I discovered
begin to describe the power of that the order had not yet even
simply listening to an angry been placed. However, the woman
client. Clients may be angry at behind the counter was very
you, at someone else within your friendly and apologetic. She let
organization, at a situation, or me know that they would put the
even at their own spouse. order in right away and that I
Whatever the cause of such anger, would have my food as soon as
I can typically diffuse such a possible. For the most part I was
situation without saying much of pleased with how she dealt with
anything. What these clients the situation. However, while I
truly want is an opportunity to was waiting for my food, this
vent their frustrations. same woman approached me and
Regardless of who is at fault in offered me a free dessert due to
these situations, I first let the the inconvenience that I had
clients get excess baggage off of experienced. This is a perfect
their chests. Once I am confident example of “going the extra mile”
that they have nothing more to because her additional effort
say, only then will I begin to exceeded my expectations. She did
make attempts at rectifying the not have to do that. Thus, this
situation and, without a doubt, single employee made me feel good
this ordering of events can make about her company, as if she
a world of difference in the genuinely wanted to ensure that I
was satisfied when I left the that this all goes back to
restaurant – and it worked treating each customer or client
marvelously. with the same respect and
courtesy that we expect from
Providing stellar customer others. When we legitimately
service is relatively simple but embody this idea in our
only when the provider is aware day-to-day actions, the customer
and thoughtful. I am sure that wins, our organization wins, and
most HR consultants would agree ultimately so do we.
About the Author:
Benjamin D. Cowan Client Relations Manager for http://www.nationalpeo.com/ - National PEO is an Arizona based HR consulting firm providing HR services to hundreds of companies. Please link to this site when using this article.
Read more articles by: Benjamin D. Cowan
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