What We Can Learn From the Best Customer Service in America
In our post-internet, on-demand culture, people know they have almost unlimited choices when it comes to their products, and if you want their business, you’re going to have to treat them right.
But what does great customer service look like? Chick-fil-A, a popular fast-food chain, was voted the company with the best fast-food customer service in America for 2019, based on a survey of 20,000 U.S. customers. Chick-fil-A has long been famous for going out of their way for their customers, not to mention providing delicious food. Let’s take a look at what we can learn from the best.
Give Back to the Community
The first clue can be found on the company’s website, where S. Truett Cathy, founder of the company, says “…we should be a part of our customers’ lives and the communities in which we serve.”
How often are you or your employees thinking about your customers, beyond whether or not they are likely to buy your product? One way to become a trusted company in your market is to become part of your local community — whether that means giving to or volunteering with local charities, putting on neighborhood events or simply taking the time to learn more about your customers and the communities they live in.
Put the Focus on the Customer
One of the dimensions that Chick-fil-A was rated on for the survey was customer focus, defined as whether a personal concern or requirement was addressed with a tailored/specific solution. Does your company have the ability to generate specific solutions for individual customer problems? Are your customers likely to feel you have heard and addressed their concerns individually, or will they get the sense they are receiving a cookie cutter solution? You want to hire a committed staff who genuinely want to make each customer happy.
Another important feature was accessibility, or the availability of customer service. As sophisticated as answering systems are today, there is just no substitute for speaking to a live human. It goes back to that desire for individual attention on the part of your customers. It may not be feasible to provide 24/7 live customer support, but your customers should always feel that there’s a human somewhere at some point they can talk to. You can make sure they do by adapting to modern technology, offering features like live chat on your website or email as well as a phone number.
Ensure Quality Communication
Your customers still will probably not report a satisfactory customer service experience even with good access if the person on the other end of the communication is short and rude. It can be difficult to deal with consumer complaints all day, especially when the customer is rude or impatient, but an emphasis on hospitality and kindness over rushing through customer complaints is vital. It is critical that you provide everyone with a patient, empathic, supportive response if you want to get a reputation for great customer service.
At Global Electronic Services, we always strive to provide the best customer service as well as the best repair service possible. For all your motor, hydraulics and electronics repair needs, contact us today.