ABOUT THE CONTRIBUTOR

Terri Mitchell AKA The Profit Frog
Terri Mitchell AKA The Profit Frog With more than 15 years experience in exceptional customer service, Terri has witnessed how poor service standards impacted on small and large businesses. By sourcing a business model and credible system that would tap the potential of true customer service, and boost cash flow and profits for SMEs, so the Profit Frog was born. Based on Jay Abraham’s proven marketing program, Terri holds the only licensed Hidden Marketing Asset system within Victoria. Terri also offers DISC personality profiling and direct response copywriting along with outside-the-box marketing consulting to help businesses stand out in the crowd, and deliver customer service excellence. Drop by her website www.theprofitfrog.com

Terri Mitchell AKA The Profit Frog has written 29 article(s) for us.

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Do Your Customers Suffer From Customer Service Shock?

September 19, 2012 | Terri Mitchell AKA The Profit Frog

Find out how to keep your customers happy with some basic principles.
Find out how to keep your customers happy with some basic principles.

Picture this: Your business provides face to face customer service. You’re busy with a task that must be completed before end of business.

A customer enters your store, head down, eyes averted, seeming quite intent on exploring your wares. You can tell that the customer really doesn’t want the “How can I help you?” hard sell. So you politely yet warmly ask, “Can I help you, or are you just having a look?” You smile, because you want the customer to feel comfortable with your inquiry.

The customer replies, “Just looking, thanks.”

All sounds fairly common-place, doesn’t it? 

What happens next?

The customer has looked around but can’t find a particular item, approaches you and says:

“I wonder if you have XYZ product? I can’t seem to find it.”

You put down your work materials, give the customer your full attention, smile and say, “Yes, we certainly do” in a friendly voice.

The customer responds, “No, I don’t mean to disturb you, I can see you are busy.”

(Ever had this happen?). You say, “That’s what I am here for,” and proceed to walk with the customer to the aisle or section of the store where the product can be found.

You ask the customer about the purpose for the product and identify that another product may be more appropriate. You give advice on use and other helpful tips.

The customer doesn’t have a basket to place the goods, and you say, “Let me get you the basket.”

The customer is apologising for the inconvenience they think they are causing you. After all, they don’t expect this level of customer service – your undivided attention, helpfulness, and genuine interest in their shopping experience.

Once you’ve completed the transaction, the customer thanks you profusely; in fact, so profusely, you’ve heard the words ‘thank you’ at least four times.

Is this customer service shock?

It is and if your customers are not demonstrating signs of this condition, you need to act now. You need to ensure your services standards are so exemplary and outstanding that customers are oozing gratitude and appreciation upon you.

For decades, personalised and genuine service standards across many businesses have deteriorated. To ensure you stand out from the crowd take immediate action to provide the simplest and best service.

  1. Give the customer your full attention. All the time.
  2. Be sincere in your efforts to help, and ensure you anticipate the needs of the customer – instead of pointing to where a product or store item is, walk the customer there, or go get it for the customer.
  3. Use positive, warm and engaging language that tells the customer that you are there to provide the best customer service, and that customers don’t have to extract it from your business as if it were an impacted wisdom tooth. Ouch!

Shock your customers into gratitude and satisfaction. Aim to surprise them into delivering appreciation and unerring expressions of thanks. That’s what excellent customer service is about.

What do you think of the current level of customer service in Australia? Share your comments below.