Research survey group Zogby Analytics and 24/7 Wall St. polled 2,500 adults about the quality of customer service at 150 of America's best-known companies in 15 industries. Amazon.com, once again tops the Customer Service Hall of Fame list this year — for the fifth consecutive time. For many of the companies with the top-rated customer service, this is not their first time on the list. 8 of the 10 have made the Hall of Fame at least once before. Trader Joe's, UPS and Apple have made the list at least five times since 2009. Check out this article to see who else made in into the top 10 Customer Service Hall of Fame for 2014 and what they did to achieve excellent customer service.
To help your business achieve great customer service, begin with these seven rules for customer service success.
1. Answer your phone within 3 rings (by an actual person not a machine or computer)
2. Train your entire staff on your customer service philosophy as well as specific job tasks
3. Be reliable and consistent – don’t make promises you can’t keep
4. Listen to your customers – also “hear” what they are not saying
5. Deal with complaints effectively – a complaint is actually a “golden opportunity” to build good will and customer longevity
6. Be helpful, even if there is no immediate profit
7. Take the extra step – deliver 1% more
In addition, many books have been written on the topic of customer service. You can learn how Nordstrom has become a long standing national model for outstanding customer service through the eyes of one of their top sales associates in her book: The Nordstrom Way: The Inside Story of America's #1 Customer Service Company. Ken Blancard, author of Raving Fans – A Revolutionary Approach to Customer Service, believes America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. His book includes tips and innovative techniques that can help business owners turn their customers into raving, spending fans. He teaches how you can to define your customer service vision, learn what customers really want, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month. Lee Cockerell, the author The Customer Rules: The 39 Essential Rules for Delivering Sensational Service explains that success in business – any business - depends on winning and keeping customers. In this book the former EVP of Walt Disney World shares indispensable rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.
Ensuring customer service is a key performance indicator for your business will absolutely help you retain and grow your customer base resulting in an improved bottom line.