Were we expecting to have a great customer service experience when we looked at vacuum cleaners last Sunday? Not really – we just needed something that sucked! (unlike the sadly ineffectual model we were replacing). We ended up at a well known electrical retailer with limited time and pretty low expectations.
Enter the customer service specialist – friendly, efficient, and an absolute expert at getting inside our heads.
Did she blind us with choices from the jump? Absolutely not. She asked lots of questions. We didn’t look at a single vacuum until she’d:
- Established our budget ballpark
- Quizzed us extensively on the purpose and expectations we had for the product
- Discussed the pros and cons of different product types
By that stage, she could show us a range of models from just below our budget to a few just above – but with value propositions that were very appropriate for our needs. She had us thinking through the options – with all the things that were important to us to the fore. We had a play with them – and ended up with a model that was at the top of our budget range – but covered every base we were looking for brilliantly. Win win.
Really great customer service is not about bowling the customer over with your opinions.
You probably know more about the features and benefits of your product, and can appreciate the subtle differences between options better than the average customer. (Though not always, which will definitely keep you on your toes!) Of course, for most customers, your expert advice is valuable – but don’t assume your preferences are the same as theirs. What you think and value may or may not correlate. The aim isn’t to make the customer think like you, it’s to provide great customer service and to find the best option for them. Is that what you’re doing for your customers? And are your staff singing from the same song sheet or do you provide a great customer service experience?
