In this week’s episode of the Sailing to Success Podcast Show, Lyndsay Phillips interviews Yanique Grant. Yanique is the founder and CEO of Profession Training and Occupational Services and has trained over twenty thousand people internationally.
MAIN QUESTIONS ASKED:
- How do you feel about the switch from in person to online customer service?
- Are there any myths about customer service?
- What are some of the biggest mistakes that businesses are making?
- How do teams play into improving customer service?
- What are the right things we should be doing?
KEY LESSONS LEARNED:
- Most people will research and get referred before they even engage with your business.
- Manage your customer’s expectations.
- What are you doing to create the experience that sets your business apart?
- Don’t get complacent, gather the feedback and act on it.
- Don’t take a long time to solve a problem.
- Don’t make the customer feel like they are doing something wrong. An issue is an opportunity to make something right.
- The root of most customer service issues is in how the customer feels.
- Revisit your policies at least once a year and make sure they are still relevant to the type of customers you are serving.
- The average customer isn’t loyal to the companies they work for and buy from, if you screw up once they will be gone. If someone creates a better experience, they’ll be gone.
- Connect with your customers often. Find ways to show them how much you value you them.
- Customers tend to get skittish when they don’t know what’s happening.
- Less than 20% of customers who experience an issue complain. Most people complain to family and friends without making the problem known to the company. Just because you’re not hearing from your customer that doesn’t mean they don’t have problems.
- It will cost more money to fix the complaints. Incorrect, 80% of customer complaints can be solved for almost no cost.
- It is better to invest in marketing and advertising rather than customer service. Incorrect, it costs at least five times more to acquire a new customer than to keep one.
- Customer service is a team effort, everyone ultimately has an effect on the customer.
- Teams must coordinate and be on the same page.
- Take a holistic view of how the company operates with regards to the customer.
- Meetings are important to make sure the goals and priorities of everyone are the same.
- Build a rapport with your team so they can talk to you outside of a work capacity.
- People want to feel important and like they matter.
- Every business needs some level of customer service.
- Your team needs to be on board in order to create a great customer experience.
- Keep your customers in the loop.
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