Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds.
This is a huge motivator as the brand that shows any customer service will be noticed, retain customers, attract new customers, and see increased revenue.
The famous management consultant, Peter Drucker, said “We now accept the fact that learning is a lifelong process of keeping abreast of change.” With so many changes in products, industry, trends, etc., accepting an attitude of lifelong learning will improve your customer service.
The rest of Peter’s quote is “And the most pressing task is teaching people how to learn.” There are many ways you can continue to learn. Here’s 8:
- Read articles. Whether articles about your industry, new products, or trends, staying current will help you answer questions and assist customers better. Reading articles on customer service will constantly remind you of the essential skills required to be on top of your game. (Weekly we post each week’s best reads.)
Using Google Alerts, you can have articles on the topic of your choice delivered to your inbox. Scan the email and click thru to the articles that peek your attention.
- Visit websites. Start with your website. Often new items are posted and not communicated to staff. Visit competitor’s websites. Trade associations are another great resource.
If you’re in the tourism industry, visit the websites of attractions, restaurants, hotels, etc. You may learn about a new exhibit, menu item, or service.
- Visit Social Media. Social media may be updated more frequently than websites. Make a list to check with each week or month. (You can’t rely on their posts always making it to your feed. You’ll have to search for the pages.) Peek and stay up-to-date.
- Physically visit competitors, attractions, restaurants, etc. Want to truly be able to connect emotionally with a customer? Be able to share your experience visiting a museum, dining at the hottest new restaurant, or using your competitor’s product. More so, if you haven’t eaten at your restaurant and had the top menu item, or experienced your zip line, how can you excite your customer into riding the zip line? We share more on that here – Are You Experienced?
- Subscribe to Emails. Districts, tourism offices, brands, regularly send “newsletters.” By subscribing to them and scanning them as they are sent, you’ll be aware of new features or trends.
- Read History Books. In tourism, to truly know a destination is to know its history. Is there a famous leader in your industry, i.e. Steve Jobs in technology or Henry Ford in the auto industry? Read about these industry leaders to understand their vision for the industry you are in.
- Listen to Your Boss or Co-workers. Your co-worker may have noticed a bad habit like saying “No Problem.” Being open to coaching can help you be aware of how you are serving the customer and more importantly, how you can improve.
- Listen to Customers. The best way to know what your customers want? Ask them. Then shut up and listen to them! Don’t debate them in your mind. Don’t be thinking of excuses. Listen to them. (It’s called active listening.) Heck ask probing questions and learn more!
“Develop a passion for learning. If you do, you will never cease to grow.” (Anthony J. D’Angelo) You’ll never cease to grow. Never cease to wow the customer. And never cease to grow the company!