Recently, I pondered this question.... For me a customer service experience starts on the day you first make the connection with a potential client or customer. That’s right, even before they have purchased from you. The whole interactive experience for a potential client or customer starts from the very first connection. This is the time that your first impression counts whether it is a face to face meeting, a phone conversation, email or over the internet. That first impression can be a lasting one.
A month or so ago, I purchased a product from a major Telco player. My initial connection with the company went seamlessly and the service I received was impeccable. What happened preceding that initial interaction was where the whole customer service experience came unstuck. I had inadvertently purchased a faulty product. A few days after purchasing the product and about to use it I realised my product was faulty. Returning to the place of purchase (with receipt in hand) I was sent on what could only be described as a 7 day run around. After a humiliating and disturbing interaction with the store manager I then took it in my own hands to go farther up the ladder. Now, the outcome although long winded was a suitable outcome and the service from ‘up the ladder’ was exceptionally good.
This example shows that customer interaction, relations and service are on-going from the point of enquiry through to the purchase of a product or service and the on-going relationships. Just because the purchase has been secured doesn’t mean the customer service interaction should be removed or forgotten.
In my business even after a client has finished a particular service the interaction continues. The interaction can come in many different formats according to the particular client. Interaction can include a ‘thank you for your business’ card, a follow-up phone call, email or letter. It totally depends on the client and the service that has been provided for that particular client. Follow up and providing a great if not exceptional customer service experience can be a simple cost effective solution to on-going product or service purchases, receiving referrals and being kept top of mind.
Do you have a great customer service solution for your business? Do you show gratitude to your clients, customers or consumers? If you would like to know more about a terrific referral/gratitude system, give me a call or email me.
Why not share a customer service experience.....