5 Ways to Create an Exceptional Customer Service Experience (& 4 Mistakes to Avoid)

Your company's customer service team is no longer an added benefit that customers think about after they make a purchase. In fact,研究表明，现在有三分之二以上的企业将客户体验优先考虑在其行业中竞争时的区别因素。

经常，顾客在等待搁置或无法自己找到信息的情况下是这种情况-即使他们花了几个小时在公司的答案bob全站app知识库。

Most of us can agree on some generalities when it comes to what a bad customer experience is. But what can we say about a好的customer service experience? Or even an exceptional one?

In this post, we'll describe what exceptional customer service looks like and how you can provide it at your business. hith a little effort and guidance, you’ll be able to stand out, differentiate, and maybe even pull some of your competitors’ disgruntled customers over to your side of the fence.

什么是卓越的客户服务？

Fundamentally speaking, the ideal customer service experience is one in which the customer reaches their ideal outcome with as little friction as possible. This is somewhat vague, but that’s by nature, as the ideal outcome can vary by industry, company, or product.

您必须考虑的是如何超越足够的好处并真正让您的客户赞叹不已。

卓越的客户服务体验是什么样的？

Customer experience — or CX — refers to the sum of every interaction a customer has with a business, both pre- and post-sale. An ideal customer experience can take many forms, depending on the type of interaction and the method of communication.

However, here are some aspects of an exceptional customer service experience:

1.这使您的客户感到特别。

每一次互动都需要围绕个人价值，相互尊重和对您的未来作为他们选择的品牌的共同愿景的概念。考虑如何让客户知道：

它们不仅仅是向您的组织的交易。
Their time and money allow you to continue to pursue your mission.
他们作为一个人的旅程是您作为企业旅程的一部分。

2.它超出了他们的期望。

Setting expectations is an integral part of customer service. On the flip side of the coin is delivering on those expectations you set.

If you fail to deliver, you create a bad experience. If you deliver, you fulfill the agreement, which is what the customer expects (no more and no less). They may be satisfied but not高兴极了。After all, why would your customers praise you for doing the job they paid you for?

但是，如果您超越了客户的期望，那么从他们的角度来看，您为出色的体验铺平了道路。这种客户愉快为您的业务带来无数好处。

3.它超出了竞争对手的交付。

在某些情况下，您可能会认为当您可能只是在符合行业设定的现状时，您会超越超越。真空中不存在卓越的客户服务。如果您的客户知道您的竞争对手提供的经验，并且比您的经验相等或更好，那么您可能不会以期望的方式感到高兴。

例如，免费的30天保证可能并不像您认为空间中的每个人都提供的那样大的卖点。如果客户实际利用担保要比与您的竞争对手这样做更困难的情况，这是完全正确的。

Always keep a pulse on how your competition is innovating their customer experience.

4.它在没有摩擦或不便的情况下完成了所有这些操作。

Your customers want the process of doing business with you to be simple and easy. When they do come up with issues, they want the process of rectifying them to be simple, timely, and on a channel that feels comfortable to them.

Communicating with your customers to understand their需要和想要是找到客户体验中的摩擦点并消除它们的肯定方法。解决客户应该是您组织中持续的过程。

创造出色的客户服务体验的方法

为了帮助您建立一些围绕这些基本原则的最佳实践，这里有一些有用的策略来创造出色的客户服务体验。

1.从“谢谢”开始和结束客户互动。

The simplest solutions are often the most effective, and beginning and ending every customer interaction with a thank you is one of the best ways to improve customer service experience.

Starting every interaction with a thank you shows the customer that you appreciate that, out of all the places they could have chosen, they have chosen your business first.

Saying thank you after concluding your business — even if it doesn’t result in a transaction — is simply good manners, and it leaves the potential customer with a positive view of both your people and your business. Simple courtesy goes a long way toward inspiring a follow-up visit to make a purchase in the future, too.

2.使用数字资源将人们放在首位bob体育苹果系统下载安装。

多亏了智能手机的出现，人们比以前的任何历史时期都更加连接。这为服务提供商，零售商和餐馆提供了一个独特的机会，可以利用这种连通性通过智能手机和其他移动设备提供出色的CX。

允许客户管理帐户服务和功能对于创建理想的CX也是至关重要的，因为有时客户有一个基本的问题或问题，他们需要在移动应用程序或直接聊天。

的能力place orders for products or services online对于那些投入您的业务时间非常有限的客户来说，独立的天赐也是绝对的天赐之物。避免将客户转向您的应用程序以寻求帮助，因为这是一种刺激并将其关闭到您的品牌的肯定方式。

3.采用有效的社交媒体策略。

社交媒体提供了建立个人联系的机会，而不是其他任何公开可用的资源。个人可以在一天中的任何时候对您的业务，品牌，产品和服务发表评论，分享和表现出对您的业务，品牌，产品和服务的兴趣。

如果您不利用个人风格的社交媒体会增加CX，则需要立即开始。使用社交媒体使客户感觉像是内部人士，对您的品牌的亲密知己是高级的CX策略。

4.与您的客户在哪里交谈。

使用客户联系信息进行积极主动的交易后和访问后跟进对您的客户体验策略的成功至关重要。这些电话和消息是审查其潜力或新购买的产品或服务的好处的机会，以防自访问以来遇到麻烦或想到新问题。

More important to your CX strategy, it also demonstrates a tangible interest in their journey with your brand even after they have left your location or spent their money with you. Don’t let those opportunities pass you by.

5.获取客户的反馈并实施。

You don't have to guess when it comes to improving your customer service experience. Your customers will tell you if you actively获得他们的反馈。无论你conduct a survey通过电子邮件或使用NPS评分系统，您可以对客户群以及不跟上期望的领域感到满意。

常见的错误品牌使创造客户服务体验

Here are some common mistakes to avoid as you improve the customer experience in your organization:

1. Going crazy with customer rewards programs.

许多客户奖励计划比现有客户群更倾向于超越潜在客户和新业务。

这不是对资源的审慎使用。bob体育苹果系统下载安装您必须为新客户和现有客户保持奖励系统。尽管您想专注于吸引新客户，但到目前为止共享您的旅程的现有客户也需要为他们的忠诚和支持而受到回报。通常，即使是最小的客户奖励计划和激励措施，也远远超过了大多数客户首次将其带入船时所拥有的期望。

总体而言，不要向您的奖励计划投资和保留美元，这是最明智的。相反，将这些资源投入到bob体育苹果系统下载安装客户忠诚度或推荐计划使现有客户满意。

2.使客户的采用品牌成为困难的道路。

确定客户采用品牌的道路需要逐点计划，而不是关于假设交易方向的开放式讨论。

您需要为每个客户制定一个模块化，适应性的计划，以指导他们及其客户服务代表的每一步。没有实现扎实的计划或仅仅是所有谈话或外观的计划，这是CX灾难的秘诀。

3.忘记主要的客户体验始于员工。

Take care of your people, and they will take care of you.

不满意的员工不能也不会提供所需的个人买入来使您的客户体验策略有效。您正在寻求使自己的愿景和品牌成为真正的信徒。

这意味着以超出他们对个人利益，公司津贴和个人激励措施的雇主提供期望的方式对待他们。bob全站app照顾好人的方式对客户很重要。

A happy, satisfied employee is going to do more for you and the customer when their needs are met in abundance.

4.使事情变得复杂。

The more convoluted it becomes for a customer to get service from you, the less satisfied they will be (and the harder it becomes to scale your operations).

您的客户服务体验不必令人沮丧和糟糕。实际上，如果您机智的话，它可能会令人愉快，并且可能会将批评者转变为发起人。

这只是需要一点思考和关心。回答客户的查询和挫败感，它们出现在哪里（迅速）。为客户提供资源以自己弄清楚。bob体育苹果系统下载安装确保您的客户服务人员有礼貌和幸福（他们的幸福是生气客户的强大变革代理）。

通常，开始投资您的客户服务体验，这不仅仅是费用，而且将是对真正的业务差异化领域的投资。

编者注：该帖子最初于2018年1月发表，并已更新以进行全面性。