Tenacity is a Key Service Differentiator in Social Customer Support

Never Give Up. image by lettersfromlaura. www.sociallysupportive.com

Never Give Up. image by lettersfromlaura. www.sociallysupportive.com

Walt Disney has been quoted as saying “The difference in winning and losing is most often… not quitting.” This applies to many areas of life, but today I’d like to apply the concept to exceptional customer service.

Often, as a customer, I have asked for things from customer service professionals and been told, very quickly, that it is impossible to grant my request. Further probing, and tenacity on my part, often changes that answer. My experience seems quite common lately. Customers that exert the most effort toward reaching their desired result seem to more commonly achieve their desired end state. This has been the way of the world for quite some time.

But, let me ask you something. Are you noticing a change? Perhaps it’s small, but I have seen change. I have consistently received exceptional customer service from USAA. I even  have received great customer service from the branch personnel at Chase Bank (but, of course, read Chase Ambushes My Twitter IPO Trade with Poor Customer Service before we get too excited about that).  Could it be that companies are catching on to the fact that good customer service can be a unique selling point for your brand? It seems possible to me.

What does that mean to you as a business? Well, I think it means that those who are not catching on to the importance of remarkable customer service (remarkable, meaning literally that it is worth talking about), when compared to otherwise equal competitors, may be at a disadvantage.

What’s one thing you can do today to move the needle on your customer experience? Be tenacious. Teach your customer service staff to be tenacious. If you think about the common thread behind poor customer experiences you’ve had, many of them can be linked to a lack of tenacity on the part of the customer service rep. Nobody went out of their way to try to make a difference for you, to try to get you what you needed. Now, think about the last great customer experience you had. I bet that person got the result you were looking for by trying a little harder. Maybe they made that extra phone call. Or maybe they spent a few more minutes with their leadership to get you what you needed. Either way, they were trying. They were trying for YOU. And they tried harder than other people have in the past.

We can all do this. We can spend a few extra minutes tracking down an answer for a customer. We can offer to lend a hand, or put in the good word, or ask one more person for help on behalf of a customer. It just takes more tenacity than the competition is willing to expend. Give it a try.

 

Bolt Insurance Agency’s “Keeping Customers Happy Keeps You In Business” [Infographic]

In addition to being informative, this infograph by Bolt Insurance Agency titled “Keeping Customers Happy Keeps You In Business” can serve as a motivational tool for you and your employees. Sometimes we can forget why we try so hard for customers, or wonder why we put in all that effort when we may not hear anything back. This shows that customers vote with their feet, so to speak, and that even after a bad experience, corrective action can actually win back customers.  Try sharing this with your staff!
keeping customers happy infographic customer service
Via: BOLT Insurance