As many of you may have noticed, customer service is particularly important to us at MAC, even though it seems to be a dying trend these days. The Wikipedia definition is as follows – the provision of service to customers before, during and after a purchase. Some key points noted within the definition:
- “The perceived success of such interactions being dependent on employees “who can adjust themselves to the personality of the guest.”
- “Customer service places an important role in an organization’s ability to generate income and revenue”
- “A customer service experience can change the entire perception a customer has of the organization”
One of the most important aspects of a customer service key performance indicator is that of what is often referred to as the “Feel Good Factor.” Basically the goal is to not only help the customer have a good experience, but to offer them an experience that exceeds their expectations. Several key points are listed as follows:
- Know Your Product – Know what products/service you are offering back to front.
- Body Language/Communication – Most of the communication that we relay to others is done through body language. If we have a negative body language when we interact with others it can show our lack of care. Two of the most important parts of positive body language are smiling and eye contact.
- Anticipate Guest Needs – Nothing surprises your customer more than an employee going the extra mile so it helps them to know that you care and it will leave them with the “Feel Good Factor” that we are all searching for.
Today’s society and business’s seem to put more emphasis on “self “ service versus “customer” service with both online and automated resources while undermining the value of the human and emotional customer service experience and connection.
Janis Gall
