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Customer Service: The Importance of Sharing Stories
All companies will tell you that customer service is one of their top priorities. But what does great customer service look like in your organisation? If employees don’t know, they are each left to their own interpretation. That leads to an uneven experience for customers.
A good way to address this situation is to provide real life examples by sharing success stories. At The Ken Blanchard Companies, we call these behavioural examples. An example provides a concrete picture of the desired behaviour.
Sarah-Jane Clark, an experienced leadership and development specialist, shares her recent experience of great customer service she received. Consider how many details this example provides for employees at this company who might be wondering what legendary service looks like.
Sarah-Jane's customer service story
Sarah-Jane purchased a skincare product from a well known luxury brand and the product reacted badly with her skin. She purchased the product four months ago from an airport store and had no receipt.
She emailed the luxury brand, explained the situation, and asked for a refund or exchange. She received a reply within an hour. The representative not only explained how the products were made and what ingredients were used, they also acknowledged that the formula may not suit some customers and offered an apology. They sent her a stamped, self-addressed envelope so that she could send the product back to them and offered her an alternate product of similar value free of charge.
What are some of the details about customer service that this story illustrates?
How to acknowledge: Instead of making excuses, they conceded their product doesn’t suit all skin types. They also acknowledged and appreciated her feedback.
How to respond: Within an hour, she had a reply. They immediately sent a stamped self-addressed envelope for the return.
Rules of empowerment: Purchased over four months ago? No receipt? No problem. Her customer service rep was able to offer a solution to her dilemma. Then she went beyond her expectations and sent an alternative product of similar value, free of charge.
Stories bring strategies to life
Stories of real life customer service experiences are a great way to articulate what customer service means for your company. So much can be said with a simple story.
Think about what customer service means to you. Consider how you could use stories to fill in the gaps and provide behavioural examples for your people. It’s a positive way to define what good service looks like in your organisation—and celebrate it.
And Sarah-Jane Clark? Due to her positive customer service experience, she is 100 percent sure she will purchase another product from this luxury brand and will tell this story to her friends and family. Why? Because she has confidence that she can trust the company and the brand in the future.
About the author:
Sarah-Jane Clark is an experienced leadership and development specialist with extensive experience in
implementing customised solutions across Asia pacific, Europe, Middle East and Africa.
She has a vast scope of knowledge about the Blanchard products and trainers,
which she uses to ensure the right fit for Blanchard partners.
First published on Blanchard LeaderChat
1 July 2016