The Performance CHECK for Excellent Customer Encounters! Dear Readers! As a service expert, I deal on a daily basis with the implementation of "lived customer service quality." I am sure that every entrepreneur and employee would agree with me when I say: It is primarily about approaching the end customer in a service-oriented and attentive manner. Nevertheless, with all my course participants and clients, we always come back to the point of measurability. Well, it is indeed difficult to measure the internal service quality in numbers. After all, these are tangible factors. Factors that are shaped by each individual employee. Difficult to quantify - but still essential. In this blog, I would like to provide you with a tool with which you can easily test your performance in the company. I call this testing the "Impulse Generator Approach." This approach is based on a simple idea. Namely: What does the customer expect? Of course, we can turn the tables here and ask ourselves: What do we expect when we are customers ourselves? In my opinion, this question is quickly and easily answered. For my part, I would like to be served FRIENDLY, the necessary EXPERTISE should be present, SPEED, avoiding waiting times is also a criterion, and last but not least, a good dose of SENSITIVITY or EMPATHETIC ACTION is required. Do you share this individual expectation? Then let me elaborate a bit on these four factors.
BE FRIENDLY AND SMILE
"Those who go through life friendly definitely have it easier!" That's one of my favorite sayings. Friendliness is key. Just think about the power of the first impression and the lasting memory of the last impression. In short: without friendliness, there is no point in starting in the customer area. The question remains: how is friendliness expressed? Quite clear! Smile, smile, and smile again - if possible, genuinely and appreciatively. Furthermore, a touch of helpfulness and genuine interest in the customer can work wonders.
BE (TECHNICALLY) COMPETENT AND STAY ON TOP
If a customer asks the baker, "Do you have rye bread?" And he answers, "I'm not really sure!" Not quite the answer you would expect as a customer seeking expert advice, right? Expertise is an essential part of customer encounters. In many cases, employees are informed and trained by the company about the products and services. However, acquiring the necessary expertise also lies in the employee's own responsibility - so we are talking about an employee's "fetch responsibility"!
BE QUICK AND AVOID WAITING TIMES
Let's be honest: Do you like waiting? At the checkout? On the phone? Probably not. Waiting time is one of the most mentioned factors when it comes to dissatisfaction in customer encounters. Wherever we succeed in managing waiting times sensibly or even avoiding them, the customer will appreciate it.
BE INDIVIDUAL - WITH SENSITIVITY
Even though almost every customer has entered the new digital age: There are still people who want to be treated individually and tailored. I am sure your customers are among them. In fact, there are as many different types of customers as there are grains of sand on the beach. In addition, there is the daily mood of people! Today I have time for a detailed consultation, tomorrow it needs to be quick. It is about taking these points into account. When it comes to individuality, finesse is required as the highest favor of the service provider. You can turn and twist these four factors as you like. If these factors are not "delivered" in equal parts, the customer will definitely not be happy. What does it help, for example, if an employee is fast and competent, maybe even recognizes exactly what I want as a customer - and yet is anything but friendly? A classic OUCH situation! The impression remains negative, and as a customer, I won't return there. Feel free to check your overall team performance: Are you friendly, competent, quick, and individual? Only then do you have the chance to meet - and perhaps even exceed - customer expectations. Warm regards, Maria-Theresa Schinnerl
