Regardless of how great your product is, customers will remember their direct interactions with your company above all else. This is why the level of customer service exemplified by your company directly influences your brand, and can float or sink your business.
For over 50 years, Dr. Gerald Blumenthal has been perfecting customer service, whether through running his own businesses or advising other business owners. Dr. Blumenthal understands how important a company’s success depends on their level of customer service, and shares his knowledge at public speaking engagements and corporate events. Using a humorous and entertaining public speaking style, Dr. Blumenthal teaches companies the keys to exemplifying great customer service every time. Let’s take a look at a few characteristics of great customer service.
Great Customer Service Is Empathetic
Every business is bound to run into an unhappy or angry customer. How your customer service handles these types of situations is key to retaining the customer. One of the most effective methods in handling an irate customer is the use of empathy.
Letting customers know that you understand how they feel can quickly diffuse a tense situation. Saying things such as, “I can see why you are upset” or “I understand your frustration”, helps calm the customer because you are establishing a rapport based on the customer’s feelings. The customer realizes you are not looking to battle, thus allowing you to effectively deal with the issue at hand. The use of empathy can often turn a negative situation into a positive one for both you and the customer.
Great Customer Service is Willing to Adapt and Learn
An important aspect of great customer service is the willingness to adapt and learn. Because every customer is different, your business must be able to adapt to the many different personalities and situations it faces on a day-to-day basis. Being able to handle surprises and sensing the customer’s mood are learned skills that help in adapting to each customer’s needs. Every customer wants to feel special, and knowing how to adapt to each one is necessary in making them feel this way.
A great place to learn more about what makes great customer service is at a Dr. Blumenthal speaking engagement. Dr. Blumenthal has been helping Houston area and nationwide companies establish great customer service for over 50 years. Every attendee of one of his speaking engagements leaves with a wealth of knowledge and inspiration to take their customer service to the next level. Schedule Dr. Blumenthal today to speak at your next company engagement.