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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