Use Customer Service as your USP
When you want to differentiate your business, the quality of your Customer Service is one sure-fire way to do it.
Watch this to see how we recommend you can sure make your business is leading the way in your market.
Hi, and welcome to another episode of BaranovTV, designed to demystify the world of accounts and tax and to help your business grow.
In the past we’ve spoken about differentiating our business to that of our competitors and the fact that in a lot of cases the only real difference between us and our competition is the level of service that we can give to our customers. (Episode 25) We’ve also discussed that customers and clients will pay that little bit more if they feel they’re getting really good customer service and being really well looked after.
So I’ve come across a book that I think would be really, really useful, and it’s this one, “Make Their Day,” written by Marie Cross.
Marie has over 40 years experience of training in customer service and runs a business called First Impression Training where she works for a lot of blue chip companies in helping their call centres and their teams become excellent in their level of customer service and become real brand ambassadors for their businesses.
Marie’s has distilled all of her years of knowledge into this book, which includes lots of really practical tips to improve your communication and the levels of customer service that you and your team can provide.
A lot of them are really, really simple, but very, very powerful.
For example, she outlines the Reframe Technique, which we all at times have to tell customers that they are, sadly, wrong, because the customer isn’t always right, regardless of the fact that we’d love them to be able to be. And the Reframe Technique takes you through how to break that news to a customer without losing rapport.
Marie also outlines a whole list of phrases that you should never, ever use when you’re speaking to a customer, and it also tells you how to break bad news in a positive way.
Additionally within the book, there are various tips around how to make sure that you’re listening effectively and how to communicate positively in writing as well as verbally.
There are lots and lots of things in here. I’m not going to try and go through all of them, but there is a whole list of them.
What I will do is along the bottom of the screen, I will put a web address which is a link to the site that Marie’s put up for the book. But you can actually even just find it, “Make Their Day” by Marie Cross, on Amazon if you want to order the paperback version, or there is a Kindle version as well.
So that’s my message really for this week. It’s a really, really good read. It’s not massive, as you can see, but it is really valuable, and I think it’s well worth spending a couple of hours just having a look through. You can even just pick it up and put it down and just read snippets at a time. I’m sure you’ll get a lot of value from it; I know I certainly have.
So that’s my episode today; I’ll see you all very soon.