Ep 75: Why Customer Service Matters- Coaching Conversations

EPISODE IN BRIEF

In today’s episode of Coaching Conversations, Nick and Chris breakdown the many elements of customer service that ultimately grow - or slow - business success.

While Australia is not a service culture, how can we adopt strategies to elevate and care for our customers…  

Consumers vote with their dollar so Nick asks why so many Aussie business owners accept bad customer service within their own business; why so many tolerate lazy behaviour, poor language and disrespect from their own staff.

Ask yourself, would you like to be served by your own company. If not – there are ways to leverage improved customer relationships and they’re all here, in another light-bulb episode of Coaching Conversations….

 Time Code/Show Notes

0.26  Intro: Business coach experts Nick and Chris outline the vital importance of customer service and why it can be so very difficult to measure…

1.20  Service in Australia; Nick doesn’t hold back with strong opinions on the lack of service in this country. He reveals a recent experience with a high-end brand, a soon-to-be out-of-date gift card and a packed store front.

6.30  Poor service in Australia is endemic. Nick puts it squarely in the basket labelled ‘lack of training’.

8.52  To look at your level of customer of service, determine the types of service you offer. Is it touch-point service – is it after-care – is it group service – is it care service – is it verbal or inspirational service. Think about your customer’s journey…

10.10  Think about how you interpret good service – and how your customer interprets good service. Your staff may believe they have looked after a client well, yet the client expectation was much higher and the delivery was ultimately substandard.

11.46  Put yourself in your customer’s shoes. What is considered good service by your target demo… would you want to be served by your company…

13.57  Determine what kind of service your clients need AND want.

17.45 How do you package your service; what are the stages of service – how do you onboard a client; how do you make them feel important; how do you congratulate them and nurture them through the relationship. People do business with people, so how do you TRAIN your people to look after your valuable customers.

21.04 Think about how you’re measuring your service success, including customer feedback. Are they re-signing, is there referrals, are they talking about you on social media… What are your key measures for success…

24.40 Customer service that wows creates a memorable experience that people will TALK about. An experience that encourages people to vote with their dollar – means buying from your business.

27.00  If you do not have a customer service journey mapped out, reach out to [email protected] to develop an understanding of your own service expectations and ethics.   

 EPISODE SUMMARY       

Let’s wrap up customer service in 5 bite-sized chunks;

Think about the service you offer…

Then… how do you interpret that service…

What type of service does your customer need and want….

How is it packaged – think about the stages – and how do you train your people up to deliver it…

And finally, how do you measure your service success.

As Nick succinctly puts it, ‘make people happy and they’ll make you happy’.

It truly is that intuitive – and easy - when you make good customer service non-negotiable.