How do you build trust into service excellence?
Customers need to be comfortable and certain of the decisions they make about service excellence. No one makes a buying decision when they are uncertain. A buyer who lacks trust will usually stall the buying process until they come to grips with what they see.
Trust to a business is what oil is to a car engine. It keeps the moving parts from seizing up and stopping the forward motion of the car. It’s the same with service excellence, it keeps them moving towards your business.
The service excellenceapproach will be just as important online as offline because there is no longer any difference in the purchasing behaviour of today’s online customers and offline customers.
In your customer experience, you can’t take their trust for granted. Develop a knack for receiving and building trust, take them at their word and in their absence, people speak well of them. Even when they make an error, others give them the benefit of the doubt. Some people are just the opposite, others distrust what they say and are suspicious of their motives.
Useful ways to build trust in service excellence
Be reliable, practical, useful and helpful
Keeping your word really helps others learn to trust you as they can count on you to deliver on your promises. A good customers experience starts with being on time every time for meetings and appointments.
Always tell the truth
Most of you like to think of yourselves as always telling the truth. However, it’s easy to be a spin doctor, round the numbers up, distort the facts, or conveniently leave out data that doesn’t support your case. A good customer experience must be based on truth.
Values always play a big role
Sometimes it is difficult to quickly see another person’s true values, but it can be done over time. It is important in building long-term trust when to working with people with similar values.
Sharing your knowledge and information
Be willing to share your information and knowledge, your contacts and your time, without expecting anything in return. The more you take the initiative to give and show understanding, the more it builds trust.
Service excellence means caring about the customer’ success
Demonstrate to others that you care about them, about their frustrations, problems wants and needs. Show respect and people will be more trusting of your customer experience. Every person has something worthwhile to contribute, so be sympathetic and show empathy.
It’s never about you, its always about the customer
Customers will learn to trust you more quickly if they know you have their best interests at heart. Make sure your motives are pure, without expecting something in return. Customers trust people who show genuine interest in them and their issues, no more ‘I’ and ‘me’.
People will not trust you unless you learn to share yourself, warts and all. You need to take risks and be vulnerable, which helps to build better relationships and trust.
Enthusiasm is contagious
Most customers like to be around positive and enthusiastic people and they are more willing to trust them, a smile goes a long way. Many tend to distrust negative people.
There is nothing more important than seeing a person being themselves. Why would you continue to compromise something that’s so important to create something that is fake, which most people can see through anyway?
Give without strings attached
Move your ‘free line,’ you don’t have to charge for every minute of your time. Become a giver, not a taker making sure your customer experience is always useful and helpful because nothing will build trust more quickly.
Customers need your honest advice, your credible promise, and more often than not, your resolution of their issues. It takes months, sometimes years to build trust, but unfortunately, you can lose it in a heartbeat. Building trust is key to discovering and understanding a customer’s real motives. In the world of the Internet, you can enhance your service excellence. However, it’s important to remember your competitor is only one mouse click away.
Train to deliver awesome service excellence
If you want to provide service excellence, you need to train your staff in having good communication and customer service skills. Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work. Customers will not necessarily be won on price or by product features, but rather on the entirety of your customer experience. Try putting these actions in place:
- Train your staff in service excellence, customer service and required skills
- Ensure your team knows that every contact you have with a customer influences whether or not they’ll come back
- If your staff have already had training, you might be well advised to provide refresher workshops to take service excellence to a higher level
- Rotate staff, so they can increase their knowledge and be helpful about other areas in your business
- Review your recruitment and induction procedures to hire the best customer service people you can afford
- Encourage and support teamwork within your business. Good teamwork and working relationships with your staff members can help to improve the customer experience.
If you want your customer experience to be the best in your field, keep in mind it will always take you time to build trust. It doesn’t matter what else you have, a great product, or service, money or contacts, time always has to be a key factor in building any customers experience.
Know what your customers want most and what your business does best and focus your time and resources where these two meet and deliver service excellence consistently.
“Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers”. Ross Perot
“Your most unhappy customers are your greatest source of learning”. Bill Gates