Hi! I hope this reaches you well. I love these brighter sunny days, I’ve been noticing with my girls on our school walks the various signs that Spring is at last arriving. Our words this morning included buds, crisp, bright, chirps and crimson – all very refreshing!

This month’s blog is a topic that’s close to my heart. At an early stage of my working life I quickly concluded that Customer Service was a passion of mine. Around 25 (ahem) years ago, I worked as a Saturday girl for Boots the Chemist, and I always strived to give a great service to my customers, and appreciated the importance of giving a great customer experience.

During my career in the corporate world, I loved the concept of the service profit chain, or otherwise known as the circles of success; which suggests that happy/motivated/engaged staff are more likely to provide a better service to customers, which in turn will deliver better results for the business.

I specialise in Management Development, and a key part of my role was training and coaching Line Managers to proactively performance manage their teams, and the importance of `getting to know your people and what makes them tick’ and to `get the best out of their teams’. Interesting too to explore with Managers the opportunities they have to influence the engagement of their teams and individuals (reference Circles of Control & Influence, see previous blog www.kcsunshine.co.uk/time-think ).

As a business owner since 2011, my passion for customer service continues, from ensuring my clients receive the best, value added, personable and reliable service from me and my business, to providing the best customer service and resolution training.

Part of my USP is dealing directly with all my customers, from enquiry through to implementation and evaluation. Alongside that is my intent and focus on providing the very best and memorable service I can.

So, what do I mean by Giving YOUR BEST Customer Service?

Well, for me, it includes:

• Building trust and rapport, taking an interest, and developing & sustaining long lasting relationships.
• Asking my Clients “What’s important to you?” and having an appreciation for their business challenges and opportunities.
• Delivering on my promises, throughout the whole customer journey.
• Being accessible, and replying to requests promptly.
• Providing more than what was asked.
• Considering the Tiny Noticeable Thing – what can I do for my client that’s tiny but is noticeable, and can make them feel valued?
• Asking my Customers for feedback, and act on it.
• Being positive, friendly, and having the right mind-set.
• Facilitating change and exploring possibilities, being supportive and challenging.

So, my suggestion to anyone in business who is aspiring to “Giving YOUR BEST Customer Service” is to regularly take time to think and reflect on what you are doing, and explore what can you do to improve your service, and add to the value you provide. Ask your client `What do they most value about you, and the service you provide to them?’` and `What can you do to improve your service to them?’ I schedule this activity into my calendar, as part of my business review and planning process.

A client I’m preparing a team day for recently sought feedback from his stakeholders. One replied “What would you do if you were me?

For those of you who know me, and have read my blogs before, you will know that feedback is another passion of mine! By seeking feedback, you are developing your self-awareness which I believe is key in developing trusting and fruitful business relationships (reference Johari Window, see previous blog www.kcsunshine.co.uk/value-feedback)

After I delivered some customer services and resolution workshops recently (for managers taking escalated calls), I scheduled a series of follow up coaching calls to embed the leaning. I was delighted to hear examples of changes they’d made, which are included in the `top tips’ to Giving YOUR BEST Customer Service:

• Consider your posture – if you slouch in your chair, it is very likely to carry through in your tone (and first impressions of the caller are made quickly, normally within 10 seconds). Your posture and body language can carry through to your tone.
• Your body language can also influence your tone and enthusiasm; smile when appropriate, and consider other ways you can alter your body language to create a positive impact.
• Be aware of your tone – vary it and match it with the words you are saying, so they are congruent. If you don’t sound enthused, or you’re feeling wary, then this can translate into your tone, so consider how you can change your tone to create the right impact.
• Listen attentively – stop doing anything else, give your full attention to your customer.
• Take time to understand the customer’s situation.
• Look for ways to build common ground and rapport.
• Show empathy.
• Ask open ended questions to truly understand the situation.
• Keep an open mind.

Of course, the same principles apply if you are making a call to generate new business!

I would love to hear your experiences and your tips for Giving YOUR BEST Customer Service, please do share your thoughts and ideas :o)

Can I also take this opportunity to invite you over to visit and like my Facebook page, it’s another great way to stay in touch and be connected, here is the link www.facebook.com/KCLearningandDevelopment

Best wishes

Karen

Karen Chamberlain

Director, KC Learning & Development Limited

07764 942531

Karen.chamberlain@kcsunshine.co.uk

www.linkedin.com/in/karenachamberlain