Welcome to Exceptional Customer Service HQ!
"THANKYOU!" Did you hear that? That's a collective scream of appreciation that we are passing on, on behalf of every customer you have had, currently have, and will have in your future. By visiting this site, you are taking the first and hardest step:
Realising that everybody - anybody, anywhere, from all walks of life, including you - can ALWAYS improve on their customer service.
If you are reading this, you could be wanting to improve customer service within your business, you might want to learn detailed theories and techniques of excellent customer service or maybe you are a customer yourself who is simply interested in how different companies and people view the importance of customer service in a business. Here at Exceptional Customer Service HQ, we are your No #1 source of information, practical advice and real-life experience on the VERY important topic of how to provide exceptional customer service in your business.
Why is Good Customer Service Important?
We all know what it is like to experience terrible customer service. Who hasn't gone to that cafe, and ordered that coffee, and been given the wrong coffee, and then have had to proceed with a horrible toing-and-froing that goes something like:
"You ordered a skinny latte, sir."
"No, I ordered a soy cappucino."
"I remember that you ordered a skinny latte and I even double-checked with you."
"No ... I asked for a soy cappucino and you said, 'Oh, a skinny latte?', and I said, 'No. A. Soy. Cappucino.' and then you smiled, nodded and walked away."
Good customer service is really important to a business's ongoing success and to the continuing support of new and existing customers. Word-of-mouth and personal referrals mean EVERYTHING to a business's bottom line.
For this reason, businesses should always be looking for ways to improve how they deliver customer service.
Good Customer Service Skills
There are many facets and areas within the field of customer service and what it means to have good customer service skills. However, whether you own or are involved in a small business, a large company or a huge conglomerate, there are some fundamental principles that you should adhere to. These are:
1. Honesty - Honesty is the basis for good customer service as, without it, you aren't able to develop an authentic relationship with your customers. Customers look for honesty in customer service staff, so it's important everyone on your team is as honest as possible. This can mean simply telling the customer that you don't have the answer right now (instead of ignoring the email!).
2. Communication - Quality communication skills mean the difference between getting your point across and talking to the same customer for hours, and the whole conversation going around in circles. By speaking clearly, to the point and allowing adequate time to let the other person finish speaking, you will be on your way to ensuring your communication is as good as it can be.
3. Transparency - Like honesty, the practice of being transparent about your operations is important. You, like everyone else, want to make informed personal and business decisions and without transparency in your business ... your customers cannot be 100% informed. Be open about your operations, your flaws and your mistakes, and trust that your customers will value your transparency and honesty.
4. Personability - No one wants to interact with a robot, so don't be one! When you interact with customers, make sure you are yourself. Let your natural characteristics and personality flow into your conversations, emails and all other interactions. Remember, your biggest asset is yourself - there is nobody on this planet like you. Allow your customers to know the real 'you' and I GUARANTEE they will like the real 'you' a whole lot more than anybody else that you could pretend to be.
How to Improve Customer Service
Once you are following the basic principles of customer service, the real task begins. What's the task? Why, it's improving and building upon your customer service! And it's a never-ending task. It's a fun journey, but an endless one. Big businesses, small businesses, large companies, independent shop owners, franchisees, franchisers, Mom & Pop stores, huge multi-national corporations and not-for-profits - absolutely anybody who is involved in any business of any kind, whatsoever - can improve on their customer service!
A lot of what we talk about here are simple ideas that create BIG changes when put into practice. That's why a lot of our posts contain great information that anybody can apply straight away - like these 3 Easy Steps: Click here to find out what they are!
Customer Service Manager Jobs
You may have come to Exceptional Customer Service HQ because you are looking at entering the customer service industry, or aiming for a promotion within your current company to the role of customer service manager. We post interview tips, interview techniques, how to interview really well for customer service manager jobs and lots of other useful information that will help you land your dream job in customer service.
Check out our post on The Art of Interviewing for a Customer Service Manager Job!
Exceptional Customer Service Blog
We have a blog that we update every day with awesome, relevant and extremely useful information about how to improve customer service, building good customer service skills, how to get a job in customer service, defining customer service excellence and what's happening around the world - Governments, companies and individuals - and what this means for any business and all customers.