Slides
Town Hall 2-22-22 Customer Service – Via Google Drive
Town Hall 2-22-22 Customer Service – Via Dropbox
Video
Town Hall Overview:
Welcome to the eighth Town Hall session of 2022! In today’s blog post, we will be discussing the importance of customer service and exploring tips and strategies to improve it. We will also introduce you to Barbara Kozam, a renowned customer service consultant, and share some insights from her presentation at our national conference. So let’s dive in and discover how you can enhance your customer service skills and deliver an exceptional experience to your clients.
The Power of Great Customer Service:
Great customer service is the foundation of a successful business. It not only helps retain existing customers but also attracts new ones. Customers who feel valued and satisfied are more likely to become repeat customers and spread positive word-of-mouth about your brand. On the other hand, poor customer service can lead to negative reviews, a damaged reputation, and a decline in customer loyalty.
Introducing Barbara Kozam:
During our national conference, we had the privilege of hosting Barbara Kozam, a top customer service consultant and a certified speaking professional. Barbara has extensive experience working with companies like Kaiser Xerox, Symantec, and Verizon, among others. Her expertise in customer service has earned her recognition from the International Association of Top Professionals.
The Elements of Good Customer Service:
Barbara shared valuable insights during her keynote speech, highlighting three essential elements of good customer service: the right attitude and mindset, effective communication, and prioritizing internal customers. These elements serve as a solid foundation for delivering exceptional customer service and creating a positive experience for both customers and employees.
Asking for Feedback:
One of the keys to delivering great service is to ask for feedback regularly. Barbara emphasized the importance of actively seeking feedback from customers to identify areas for improvement. While online surveys can be helpful, it is crucial to explore various feedback avenues like in-person conversations, focus groups, and phone surveys. By gathering feedback, you can better understand your customers’ needs and expectations.
The Impact of Social Media Ratings and Comments:
Barbara and Larry discussed the significance of social media in today’s business landscape. Social media comments and ratings play a crucial role in shaping public perception. Studies have shown that 94% of consumers seek online validation, even after receiving positive referrals. It is essential to actively monitor and respond to customer reviews on different platforms like Yelp, Google, and Facebook. Engaging with feedback and demonstrating genuine concern can enhance your brand’s reputation and build trust with both current and potential customers.
Training and Consistency:
Consistency in customer service is key to establishing a strong brand image and building customer trust. Barbara stressed the importance of ongoing training and regular communication around customer service expectations. Leaders should actively engage with employees, address challenges, and provide consistent reminders about the importance of exceptional service. A culture of customer service should be cultivated throughout the organization to ensure that all employees understand and embody the desired standards.
Meeting Expectations:
Customer complaints often stem from unmet expectations. To minimize complaints, it is crucial to clearly communicate expectations. This can include estimated wait times, appointment punctuality, and visitor policies, among other things. By setting clear expectations and communicating them effectively, you can minimize misunderstandings and create a more positive customer experience.
Delivering exceptional customer service requires a combination of the right mindset, effective communication, and consistent training. By actively seeking customer feedback, embracing social media comments and ratings, and setting clear expectations, you can elevate your customer service standards and create a loyal customer base. Remember, great customer service is an ongoing process, so continually strive for improvement and maintain a customer-centric approach throughout your organization
We hope you found these tips and insights valuable and that they inspire you to elevate your customer service game. If you’re interested in further exploring these topics, consider checking out Barbara Kozam’s NAOHP customer service course. As always, we’re here to support you on your journey to providing excellent customer service!
Additional Resources
New Customer Service Course with Barbara Khozam: Creating an Extraordinary Patient Experience
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