The Best Customer Service
The importance of customer service for our installation service.
Has a tradesman, shop or on line outlet ever left you seething? Chances are bad customer service was the cause. A rage-inducing experience can make us swear to never spend money with that third party again whilst excellence examples can secure customers for life!!
Customer’s have changing expectations and are more discerning about where customer service can add value. We may not be terribly focused on casual conversation and interaction but we are looking for customer service that helps fulfil our needs. For example last week a potential customer enquired in to the reasons for the poor quality of picture on his recently purchased behemoth 65” OLED TV. He suggested that a new aerial might help. I told him it wasn’t the signal that was the issue just that standard definition on a big screen is rubbish – something that John Lewis or Currys don’t generally mention.
Although there was no real resolution to his initial enquiry (excuse the pun) he was joyous to the point of giving me a 5* review on Google as I’d been open and honest and hadn’t ripped him off by installing some expensive piece of apparatus that wouldn’t have corrected the problem.
A certain Dr. Bray (who he??) of Bournemouth University has carried out a study in customer behaviour and stated that “only 45% of customers are willing to pay more for a better customer service” and this is because there is an expectation that all businesses should meet a basic level of service(WHICH ? consumer magazine September 2019).
Additionally, the erudite Dr. Bray highlighted that customers are likely to warn others about their experiences – 75% would share a positive experience and 83% a negative one.
Modern technology and customer service.
There’s no denying that technology has caused a shift in the way we think about customer service. Social media means that negative sentiments can be made public and spread rapidly which I have found out to my cost when a woman on Facebook gave me 1* star review for not getting back to her as quick as I said I would. No offer of discounts or apologies could make her remove her comments!! Lesson learnt the hard way I suppose and if service drops below a certain level customers will start looking elsewhere and make sure everybody else knows about it too!!
When I’m shopping around for products and services I’m looking for value for money, which is in cake terms “worth the calories”.
Money well spent is the whole package including what you’re actually offering as a product as well the services.
This includes the initial contact experience of a web page landing or a personal phone call, to turning up on time, clearing up after yourself and making sure everything works prior to leaving. The standard of the service should not change for any customer. The only variable should be the different price of products.
The whole process must be seen in terms of the customer. Lack of knowledge is vulnerability which is often exploited by the unscrupulous. A friendly tone and helpful guiding hand on how to tune a television or how to playback recordings on a CCTV recorder cost nothing but are priceless to a customer lacking in confidence.
At AB Aerials we gain customers attention and confidence by offering no charge incentives such as:
- No vat charge
- 2 year guarantees
- Free call outs for surveys and diagnostics
- After sales service
- Phone lines open until 10pm and answered straight away
Customer’s trust needs to be gained and the ability not to be disingenuous is upmost which is why I’d always advise to check out the business in question, e.g. look at all the reviews, testimonials, experiences, qualifications etc, which help to cut through the host of questionable special offers and suspicious discounts. The focus is on helping the customer through the process with the end goal being a satisfactory outcome which includes something that works, looks good and is on budget!!!
AB Aerials Services.