How Expanding of Your Service Definition Help In Customer Service?
Your definition of service shapes every interaction you have with your customers. If you hold the common belief that service is giving customers only what they want, you may as well paint yourself into a corner every time a customer asks for something that’s impossible for you to provide.
If, on the other hand, you expand your definition of service to include fulfilling the multitude of less-obvious customer needs, you’ll never encounter a time when you can’t provide your customers with at least some level of service.
By addressing less-obvious customer needs, such as listening with empathy when customers have a problem or providing options and alternatives when you can’t give customers exactly what they want, you widen the gap between you and your competitors.
Customer service is not a department somewhere within your company. Rather, it’s a company culture in which every individual at every level is customer-oriented.
Service has a feeling
Think of a company (restaurant, store, bank, and so on) with which you enjoy doing business. Why do you like being a customer there?
Are customer-service representatives friendly, courteous, and knowledgeable? Imagine for a
moment that you’re there right now. How do you feel?
Okay, now we’re going to transport you instantly to a new location. You’re now standing in line at the Department of Motor Vehicles waiting to renew your driver’s license.
How do you feel now? If you don’t feel any different, you may need psychiatric help!
Absolutely, expanding the definition of service to encompass empathetic listening and offering solutions aligns with providing exceptional customer experiences. Integrating AI solutions like VoiceSphere.co can empower your team to address less-obvious customer needs efficiently and improve overall customer satisfaction. A write-up on AI tools' role in enhancing customer service would be insightful for readers seeking ways to elevate their service culture?
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