Providing exceptional customer service is paramount to building brand loyalty—it’s not enough to just have a great product or service. According to the Zendesk Customer Experience Trends Report, roughly 50 percent of customers would switch to a competitor after just one bad experience. On the flip side, 75 percent are willing to spend more money on a brand that provides a positive experience. Clearly, businesses can set themselves apart by delivering stellar customer service. Though it’s not easy to provide a high-quality support experience every single day, it’s easier when you have a strong customer service philosophy. Consistently great customer service starts with an actionable plan based on goals and values that your team believes in and lives out on a daily basis. What is a customer service philosophy?
A customer service philosophy is a set of guiding principles that a company uses to solve support issues and build customer relationships. It’s a beacon that directs every customer interaction. This customer service vision guides your approach to how you want employees to interact with clients and resolve customer issues. When done right, this can build customer loyalty and ultimately aid customer retention. How do you write a customer service Phone Number List
philosophy statement? Your customer service philosophy should encompass your customers’ needs and your company values, vision, and goals in a clear and actionable way. “A great customer service strategy aligns all of those things and reinforces the brand in everything that you do,” says Kathy Dalpes, former vice president of global customer support at Zendesk.Through this program, we provide customer support to nonprofits, which allows them to have a greater impact within the communities they serve.
Understanding these principles can help you gain clarity on what’s important when creating your own customer service philosophy. Tie it back to your company values Keep your customers in focus Provide actionable steps Get everyone involved Get your company on board Lead by example Revisit 1. Tie it back to your company values Connect your customer service philosophy back to your company values by providing guidelines and opportunities for your team to embody those values alongside your customers. For example, Zendesk values being “humblident.” (Yes, that’s humble and confident smashed together.) We encourage our team to have upfront conversations with customers and admit when things could have been better. “Sharing those conversations with our customers is really amazing,” says Dalpes. “You’re truly colleagues helping each other try to build the best businesses, the best customer experiences, and the best employee experiences. It all goes together.” We also value making a difference in the places where we live and work. We integrated that core value into our customer service via Tech For Good.