A guest post highlights the key essentials of customer service for the facilities management industry
No matter what role you’re in, from management to technical to entry-level, being “customer-centric” is at the forefront of your job. It’s even more important than how you use your wrenches, buff your floors, or create organizational strategy.
To be a company, like UG2, that is committed to customer service, it’s crucial to put action behind that promise. As UG2’s Chief Operating Officer, John Correia always likes to say, “if you talk the talk, you have to walk the walk”. Throughout my years guiding companies through customer service training, I’ve shared several key principles that make a company stand out as a customer-centric organization:
- Understand your client: A phrase I always like to mention is, “Look at the client with new eyes.” You might already have a great relationship with your customers, but you might be viewing them as a pain point or a challenge. There usually comes a point when it helps to hit a reset. Take a step back and try to see issues through that customer’s perspective. Try to hear what the customer might not be saying directly—what do they really need? What makes them “react”? Trace the relationship back to the point where your perspective changed and see if you can approach your client differently.
- Acknowledge communication skills as a key element: Effective communication means being positive, enthusiastic, and friendly in a way that puts your customer at ease and makes them feel connected to you. Remember that even your gestures, body language, and eye contact all play a part in what you communicate. Good communication helps foster great relationships, which is the backbone of developing good customer service. These are crucial components that help you satisfy and retain your customers. That means building rapport, relating to what they’re asking, listening more than speaking, explaining your process, and learning what their preferences are in terms of service delivery and quality of work.
- Resolve conflict strategically: No matter how perfect your team might be, or how thorough you are in delivering services, conflicts arise. Trying to prevent conflict is helpful, but you also need a plan for situations where conflicts arise so you can handle them quickly and thoughtfully. Make sure customers know who to approach if there’s a problem, what the resolution strategies might be, and that you’re committed to making things right.
- Empower your team: Customer service that is only delivered through client representatives is barely service at all. Every member of your team should be part of the effort. First, remember that they need to be trained and supported in a way that’s empowering. Create a culture that makes it easy for them to deliver great service. This includes giving them autonomy and authority, while still being approachable for handling customer service issues. Recognition, rewards, and encouragement should be regular occurrences.
For over 10 years, I’ve specialized in HR training and customer service is near and dear to my heart. No matter what your industry, customers always have the option to pick up the phone and call your competitor. Being able to price your goods and services in a competitive way will only take you so far. The fact is that everyone knows what great customer service looks like–and what it feels like.
Making sure that you follow through on your customer-centric promises can bring you a long way toward honoring that commitment to prioritize your customers as the most important part of your company.