December 03, 2015

Conquering the Service Economy


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Today we want what we want when we want it. And technology has made this increasingly easier. Gone are the days where customer service was expected to be poor. Today, it’s all about customer-centric business models. From Uber to Seamless to Blue Apron, customers are demanding perfect and speedy results. And, as a financial services company, we know that with increasing demand comes increasing competition…

So even if you’re not working with consumers directly, you’re a part of the process. And what you say and do affects the entire chain. So it’s essential to understand the basics of mastering the customer service experience. Remember, customer service isn’t just about working directly with consumers; it’s also good to know customer service when dealing with your clients.

Be willing to apologize

First things first: people make mistakes. And things go wrong that are out of your control. But it’s in your best interest to apologize wholeheartedly. People can tell when you’re being facetious. So make it a priority to be upfront and transparent –whether your production process has gone wrong or you’re running late on a deadline—it’s best for the apology and information to come from you directly (not through the grapevine). Acknowledge that you made a mistake and don’t beat yourself (or your team) up for it. Learn from it and move on.

Be attentive, but be realistic

Customers like things fast, streamlined, and easy. It’s essential to be attentive to what your customers need and want, but you also need to remember how much of the work you will need to do on the backend. Ideally, it would be great to give customers and clients everything they want at the drop of a hat, that’s not realistic. So here’s what you can do: give your customers and clients options, but not too many. People love when they have some control in the process, but make sure that you are the one that ultimately creates the rules.

Human Touch

While it’s great that so many things have become digital and have made our lives infinitely easier, human connection is still at the root of satisfaction. Especially in the customer service industry. Building trust in a relationship is incredibly valuable, so remember to give your business, your product, and your voice a human touch. Your customers will remember a positive, memorable experience, recommend your services to their peers, and come back to you in the future.

Customer service is essential to all businesses, regardless of what products or services your company offers. Remember, business is about people, so make the process an interactive, dynamic, and positive experience. Show your customers and clients that you care about them beyond the business transaction, and you’ll be sure to stand out.

Are you prepared to handle the biggest challenges faced by business owners?

Don’t get blindsided by problems that other talented leaders have already solved.

We’ve teamed up with Dr. Hector Lozada, Professor of Economics at Seton Hall to survey business owners ranging from start-up founders to seasoned CEOs. What came out of it is a cheat sheet for sidestepping the roadblocks, bottlenecks, and challenges that plague your colleagues and competitors.

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