Exceptional Customer Service Techniques

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Exceptional customer service techniques will include understanding the needs of the customer, being polite and offering extra incentives to frequent a business. Give rewards to customers to make them happy with tips from a marketing and sales manager in this free video on business.

Part of the Video Series: Business & Customer Service Tips
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Video Transcript

Hi, my name is Mark, and we're going to look at exceptional customer service skills and techniques. Many businesses have many different requirements. Customers have different expectations. Our job is to ensure that we understand what the needs, requirements, and perceptions of our customers are in order to fulfill them. If we're running a car servicing or car valeting service, then what are the perceptions of our business? What makes us different? And ultimately, most of these businesses actually is a service. The interaction between consumer and the business provider, and that could be something simple like a happy smiling face. It could be that we go that little bit further than the other companies in terms of offering extra service. Not only do we want to make sure that we...that the customer receives a warm and friendly greeting, but while they're waiting, maybe we can give them a cup of coffee. Maybe we realize that their interested, for example, in fishing, and we have a fishing magazine waiting for them while they're waiting for their car to be valeted. Maybe the managing director comes out and actually speaks with the customer. Maybe we encourage them to use us a little bit more often and give them some rewards. There are many, many elements that can be involved in providing a service, and ultimately, we, as a business, have to understand what is expected. Sometimes there are functional businesses where a widget is being passed from A to B or product X is being passed from A to B, and nothing more is expected than it arrives on time. That could be it. And if that's it and that's all that's perceived and all that's required, then we have to say to ourselves, "Is it necessary that the delivery of this is done in a certain way?" Maybe not. But if it will make the difference between a regular customer or a one-off customer, then we need to consider what other issues we can add to make it more of a pleasurable experience.


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