We have discussed it here before: there is adequate customer service and there is superior customer service. Adequate customer service is when problems are resolved, the customer is satisfied, and that is good enough. Superior customer service is when problems are resolved and the customer feels good about how the problem was resolved. Superior customer service leads to happy customers, not merely satisfied customers. Happy customers will then go the extra mile and recommend a business or provide testimonials.
On the Small Business Trends website, Jeanne Bliss writes about a company, CustomInk, that goes above and beyond. CustomInk prints custom t-shirts, and when they are asked to print t-shirts supporting a charity, they go above and beyond and give money to that charity. The article, entitled Honor What Customers Care About, shows one way that businesses can provide superior service. Businesses who show an interest (and in this case, support) in the customer are showing that they value the relationship.
Going above and beyond really is about valuing the relationship with the customer in a real and tangible manner. We’ve all gotten the formula from a customer service agent: “we’re sorry for the inconvenience.” But how does the customer feel better about being inconvenienced? That is what businesses who want to build relationships with customers need to think about. Usually, it has to do with going above and beyond formulas, scripts and problem-solving and digging deeper.
Tags: building relationships with customers, CustomInk, good customer service, Jeanne Bliss, Small Business Trends, superior customer service