A 3-Step Model for Customer Service Success

Every professional, regardless of their role, should deliver quality customer service. This is especially true in today's world because providing excellent customer service can benefit both the individual employees career and their organizations brand.

Every professional, regardless of their role, should deliver quality customer service. This is especially true in today’s world because providing excellent customer service can benefit both the individual employee’s career and their organization’s brand. This in turn helps the organization to build and maintain customer loyalty.

Jesse B. Good recently presented a webinar to our contractor and client community called “Powerful Habits of Wildly Successful Customer Service Providers.” In the webinar, Jesse shared the powerful reasons why it’s important for every single person to have the ability to engage with others and deliver effective, high-quality customer service.

Successful customer service professionals understand what awesome customer service looks like for their organization and customer groups, including the importance of delivering it.

Key Points:

  1. Successful customer service professionals understand what awesome customer service looks like for their organization and customer groups, including the importance of delivering it.
  2. They know the “how” in terms of delivering customer service, including: the best approach, follow through, and follow up protocols to ensure a happy customer base.
  3. They consistently deliver awesome customer service! Even if they’ve had a tough day professionally, a personal issue at home, of they’re feeling lethargic, your best professionals never let that seep into a conversation or have a negative influence on the “customer experience!”

Jesse’s personal model for exceptional customer service includes:

  1. Discovery – he does a thorough “needs assessment” by listening and fully engaging with the customers to understand their issues and concerns.
  2. Delivery - he delivers to meet the needs of the customer exactly how they asked. Too often, this step is only partially fulfilled because the customer’s true needs aren’t fully discovered in step one.
  3. Do More - he goes above and beyond the call of duty! This is where the concept of “the little things make a big impact” can truly make a huge difference in resolving any issues and building long-term customer loyalty. Whether it be something as simple as offering the customer a discount or gift card if the organization made a mistake, your best customer service professionals ask themselves “what else can I do to make it right and exceed customer expectations?”

You can access in the full webinar recording in the Video Archives/Past Events section here.

~Author Jesse B. Good