We hope that no one will ever need to deal with our customer service teams. We hope that the products or services that we offer are so good, that there are never any difficulties fulfilling somebody’s order, that everyone loves the brand and their experience with it so much that there is no need for a customer service department at all.
And that’s probably why most companies think about customer service last. It’s also why most customer service experiences are terrible.
Because the truth is, no matter the company or the product, some percentage of your customers will come into contact with your customer service teams. And that experience is going to determine a lot about what happens to them, and to your company’s efforts overall.
What is a memorable customer service experience?
A memorable customer service experience is one that leaves the customer feeling good about the company. Most customers are only going to reach out to your customer service team if they have a problem. For that reason, many of them are going to be angry or upset or confused. Needless to say, they are not a good mood. They have a problem and they expect you to solve it.
That said, too many of our own experiences with customer service from various organizations in the past have left a bad taste in our mouths. So the bar is not high to create a memorable experience.
Why create a memorable customer service experience?
A memorable customer service experience can do three things for your company.
First, it can grow customer loyalty. If someone has a good experience with customer service, they have a better overall impression of your brand. With that, they are more likely to remain with you rather than switch to your competitor.
Second, it can lead to word of mouth marketing and organic growth. Someone who has a memorable experience with your customer service team, because they went out of their way to solve her problem, is likely to talk about it. They will become brand advocates, perhaps spreading the word offline, perhaps leaving reviews online. That customer will bring in additional customers.
Third, it will decrease refunds and returns. Poor customer service experiences often precede cancellations and returns. If you can deliver high-level customer service, you can head many of those off.
How to create a memorable customer service experience?
Step one to creating a more memorable customer service experience is to prioritize it in your business. Don’t just pay lip service to it. Make it a core part of your organizational culture.
Step two is to empower your people to deliver great service. Often it is the people on the front lines who will have the best sense of what customers are looking for. Give them a say in all customer service-related decisions.
Step three is to measure results. Develop a simple customer service dashboard with key metrics you can share and set goals around. These might be rates of resolution, average time to resolution, surveys delivered to customers after contact, etc.
Bottom Line: No one ever created a memorable customer service experience by accident.