Lots of businesses boast excellent customer service as a key ingredient of their ‘Dramatic Difference’ – When it works, can be a real diferentiator that creates significant competitive advantage. But how do they ‘Demonstrate‘ that excellent customer service to new and potential customers who have never had the ‘remarkable’ customer experience?
Well, obviously, their sales people will tell you, their marketing materials will reinforce it and their customer testimonials can do it very well too, but let’s be honest, no decent sales person is going to say ‘we’re not very good’, marketing materials are bound to reinforce the positives, and most of us can find one or two customers that will say good things about us (particularly with an undisclosed ‘incentive’!)
Of course, I’m not saying any of these things are wrong, but the vast majority of us as customers have seen it, read it (and ignored it?) all before.
Resolve IT Solutions are great at customer service (I know because I’m a customer – and no, I haven’t been ‘incentivised’ to say this!). They are a forward thinking Sheffield based IT supplier who have come up with a ‘Dramatically Different’ way of ‘Demonstrating’ their excellence in this area. They publicise ALL their customer feedback ‘live’ on their website! It’s a brave move and one that gets them at number #19 in our 3D Challenge search for 100 ideas!
Every time the Resolve team fix a customer’s problem, they send them an e-mail to let them know, and ask them to click on one of 3 smileys – “Excellent”, “Satisfactory” and “Not So Good”. They also ask how well they responded to and fixed issues within their agreed timescales (currently at an impressive 98%).
Managing Director, Andrew Seaton explained “When someone calls us, it is usually because they have an issue, be that their e-mail is broken, or their computer is not booting. They are calling for our help to fix a problem that has just happened, and so they may be frustrated or stressed – and it’s our job to turn that frustration into delight!”
Resolve let everyone see the quality of their response by having their running customer feedback score publicised for all to see, live and unedited!
How businesses ‘Deal With The Disappointment’ is a key measure of their attitude to customer service and it is a key ingredient in 3D Characteristic #4 Forget CRM, Think MCR! Maximise Customer Relationships
Resolve’s approach…
- Builds Trust
- Demonstrates they care, and…
- Shows they are human (a real plus in the IT world!)
What are you doing to Demonstrate your excellent customer service? Why not ‘Resolve’ yourself to do something about it?!
For more ideas on customer delight (not necessarily like the Hans Brinker Hotel!), you can download this FREE 44 page ebook ‘Customer Delight As Competitive Advantage! 60 Ideas To Help Make It Work For You’
(This idea is number #19 in our 3D Challenge search for 100 ideas!)
(3D Characteristic #4 Forget CRM, Think MCR! Maximise Your Customer Relationships!)
