We always encounter customer service everywhere, hotel, restaurant, shopping mall, airport, Philippine call center, etc. Well, because customer service is a department and also a job title. Traditionally, inbound customer service has focused on two functions. First is delivering the product or service after the sale. Second is resolving complaints customers have regarding the delivery of the service or product. But what makes this customer service exceptional is how the customer feels about doing business with you.
Every company provides a customer experience. Your company does too, regardless of whether you create it consciously. That experience may be good, bad or indifferent, but the very fact that you have customers, you interact with those customers in some manner, and provide them products and services, means that they have an experience with you and your brand. It’s up to you whether it’s superlative, awful or industry average. It’s the customer experience which is an important factor in customer retention and referrals than anything else. It is the sum total of everything you do for your customers.
It’s important that every time you make contact with your customers, make sure you take that as a great opportunity to create an outstanding experience with them. Make them feel that they are the most important person in your company. If you want to be a player though, you need to deliver a great experience. You need to discover what your customers expect and then deliver that plus more. And you need to do it in a way that thrills them every time with no exceptions.