Tuesday, August 5, 2014

Great customer service should be delivered with a compliment or two (or five).

Dr. Hudson was a guest of the Members Club at Woodcreek and WildeWood in Columbia this week delivering a customer service seminar to employees. As part of a general training day, Dr. Hudson was giving some tips on how to provide superior customer service. “It’s actually not that complex,” he said “But few organizations really get it right.” One of the problems, he says, is that many companies think they are providing good customer service, when, in actual fact, their customers are saying otherwise. Hudson refers to a recent study that found 80 percent of companies believe they deliver superior service to their customers, but only eight percent of their customers actually agreed! “It is refreshing to see an organization like Woodcreek & Wildewood recognizing the significance of customer service, and investing in their employees. Customer service training is often viewed as a cost rather than an investment, and even if companies recognize the importance of customer service, they don’t know how to deliver consistent, high quality customer service on an on-going basis.” One of Hudson’s tips on how to wow your customers: pay them a compliment. He refers to one study where hairstylists compared the tips they got when they complimented their customers versus when they did not compliment them. In the study, tips were significantly higher when the hairstylists used compliments. “Did you know the key to a successful relationship is to pay your partner a compliment five times a day?” says Hudson. There’s food for thought.

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