This week, we feature an article by Josh Centers, Business Journalist at TextExpander. It is a platform that helps teams save time and eliminate repetitive typing with just a few keystrokes. He writes about how successful brands have built consistency and reliability into their customer service. Consistency in customer service is key. Imagine pulling up […]
This week, we feature an article by Josh Centers, Business Journalist at TextExpander. It is a platform that helps teams save time and eliminate repetitive typing with just a few keystrokes. He writes about how successful brands have built consistency and reliability into their customer service.
Consistency in customer service is key. Imagine pulling up to a McDonald’s drive-through, and instead of hearing, “Hi, welcome to McDonald’s, may I take your order,” you were greeted with a gruff: “McDonald’s. What do ya want?”
You’d probably think twice before placing an order! You might even drive to another restaurant instead. Your customers are no different.
Top brands are built on consistent and reliable customer service. Your customers have to know what they can expect from your business, know they can rely on the information you provide, and know that you will follow through on what you promise. In short, consistent and reliable customer service is about trust.
Trust is hard to earn and easy to lose.
Let’s define exactly what it means to provide consistent and reliable customer service and explore how to maintain customer satisfaction.
Just what do we mean when we say “consistency in customer service?” McKinsey & Company provides a three-step comprehensive definition, which includes:
The late comedian Mitch Hedberg had a joke that perfectly encapsulates the consistency issue:
The idea of a contrarian McDonald’s that only serves spaghetti and blankets is funny, but it wouldn’t be as funny if you were on a long road trip and had to console cranky children who just wanted a Happy Meal. Consistency in customer service matters.
If consistency seems boring, that’s not a bad thing. Customer service guru Shep Hyken points out that boring can be good:
That boring predictability builds something money can’t buy: brand loyalty. And if you can provide a quality product, above-average customer service, and consistency, you can build a loyal customer base that keeps coming back. It’s hip to be square.
As Hyken says, “Consistency isn’t part-time. It’s all of the time.”
It’s fairly easy to stay consistent with text-based customer service teams—like email, online chat, and social media. You can give your team a script that they either memorize or copy and paste.
But that can be problematic for a couple of reasons:
Let’s talk about how TextExpander can solve for consistency and help your team maintain customer satisfaction. TextExpander lets you type a short thing to get a longer thing. We call that a Snippet.
Say you want to ensure that your customers are always greeted the exact same way. You can create a Snippet for that so that every time your team types sup.greet, the exact same greeting is expanded on the screen. Likewise, you can do the same for hold messages and farewells.
Try it for yourself.
Josh Centers is a tech journalist and book author. You can read his work in USA Today, Macworld, Wirecutter, and The Washington Post.
Read Shep’s latest Forbes article: How AI And ChatGPT Can Crush Customer Service
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA