CUSTOMER SERVICE 101

By Sutrisno Yao S.Kom M.TI

Customer Path

In Internet era , customers have more options in purchasing products.

They could change from one brand to another just in the blink of an eye.

Customer Path right now are :AwareAppealAskActAdvocate

5 Steps in Customer Path Aware : The first step.. In this step,

customers just know about your brand. They just have small piece of information about your product..

Appeal : In this step, customers started to have interest in your products.

Ask : customers have already loved your products, but they might need more information before deciding on buying.

5 Steps in Customer Path (Part 2)

Act : Customers finally decide to buy.. You need to make sure that customers are satisfied in this step.. Or they won’t do the repeat order.

Advocate : In this step, if your services in 4 steps earlier could satisfy your customers, they would happily to tell the other customers about it..

Customer Experiences

There are 4 types of customer experiences :What?!!Okay..Ohh..Fantastic..

4 Types of Customer Exp. What?! : When customers got angry with your

services. Absolutely, we don’t want this… Okay : When customers feel that your

services just ordinary.. Slightly below expectations but still okay..

Ohh.. : When your services could meet your customers’ expectations..

Fantastic : Not just meet their expectations but more than that.. In this step your customers are really impressed with your services…

How

We definitely want to get to the ‘fantastic’ level.. We want our customers to tell the other customers how good we serve them right? But How?

There are 4 ways you can practice to achieve it :Bend the service policies Go the Extra MileKnow the Individual PreferencesListen and pay attention

How (part 2) Bend the service policies : sometimes, you may

need to ask your customer service officer not to obey the SOP.. What?! I mean some cases may need you to give some flexibilities to the rules. For example : a matter of death and life, if the customer don’t get the product right a way, his family will die.. So you may need to prioritize him.

Go the Extra Mile : don’t just say thank you! Do more! For example : if your customer really needs the product but you really don’t have it.. Try to call the other stores, even if you may need to ask your competitor, do it! The customer will appreciate you more and definitely will tell about it to the others.

How (part 3) Know the Individual Preferences :

Customers are unique, so definitely they will have their own preferences.. I’m not telling you to fulfill all but try to know and do something about it will make your customers feel that they are not in the wrong place..

Listen and pay attention : Listen to feedbacks and act upon it.. Sometimes by listening and paying more attention, will make your customers feel appreciated and comfort.

Thank You..

Those are my tips to make your customers feel more satisfy and in the end they will say.. FANTASTIC to your services!

Follow my twitter : @SusuTarik