What do you perceive Exceptional Customer Service should be and why?

1. 92

   Suzie HQposted 12 years ago

   What do you perceive Exceptional Customer Service should be and why?

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   screamingposted 12 years ago

   From the minute a shopper enters your store, first a warm greeting, followed by assisting the customer in finding what they want, making suggestions, if necessary helping carry the items to the checkout, cordial checkout, to thanking them for shopping with you. Nothing less then treating your customers the way you would want to be treated. Service which is lacking in the big box stores and a way of life in most ma and pa brick and mortar stores.

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3. 92

   Suzie HQposted 12 years ago

   Hi screaming, agree with all you said, my motto as a retail manager has always been treat customers the way you would want to be treated. I also think going that "extra mile" for customers shows exceptional customer service. Thanks for your answer!

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   BretEliotposted 12 years ago

   Hi,
     The underlying characteristics of an attitude of service are:
   
       You approach each new client first and foremost with “How can I help?” and “What are your challenges?” There is a genuine interest in the client, their business, and the challenges they are facing.
       You are on your client’s side. You like and respect them as people. In discussions or emails, you always think of you and your client as “we”, e.g. “These are the challenges facing us. This is what we could do to overcome them.”
       You work as if your client’s business is your business, and their challenge is your challenge. You are always ready to listen and are ready to roll your sleeves up and help out.
       You are confident of the value you bring to each client. That you can help them make a difference. And should you be unsure about your ability to help in a particular situation, you tell them upfront.
       You truly believe in your client’s business and what they are about. You feel passionate about helping them overcome their challenges. You are excited by the project.
   
   Best Regards,
   Brett
   www.justclaims.co.uk

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   1. 92

      Suzie HQposted 12 years agoin reply to this

      Thanks Brett, Some great thoughts on service, and the one that is key here is passion. Passion for what you are doing shines out to customers and will translate into all aspects of exceptional service.Thanks Brett for your valuable comments!

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      BretEliotposted 12 years agoin reply to this

      You are welcome Suzie

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   mjkearnposted 12 years ago

   Hi SuzieQ,
   When customers come to me with their cars and bikes they already know the price and exactly what work is going to be done to their vehicle when it is regular maintenance. When it is not regular and I can't give an exact quote before I look at the vehicle, I tell the customer that the cost will be 1 hour labour maximum at which point I should know what the problem is and be able to quote an exact price.
   Very often I will advise customers that their best approach is to go to their dealer, not necessarily because I can't do the work or don't have the equipment or tools but simply because there are times when this is best for the customer. I have always been honest with customers and have always explained all their options and let them decide.
   I have a huge book of loyal customers and their families and a great reputation that has taken me years to achieve. I'm not sure if exceptional describes my service but given the motor trades attitude and image, I'm very happy with the volume of work, the number of customers and the standard of service that I provide,
   MJ.

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      Suzie HQposted 12 years agoin reply to this

      Hi MJ, thanks for a great answer from another different service Industry. You obviously have built up your business by going that extra mile, which is great. I'm sure your customers appreciate that by the loyalty and trust they have in you. Cheers!

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