Monarch Print - The Key to Exceptional Customer Service

When we at Monarch Print reviewed our customer service policy earlier this year, we decided to use it as a statement of commitment to our customers to show that we would do whatever possible to ensure their happiness. We have made a list of the following elements that we believe make up the cornerstones of effective and successful customer service.

Attention

Each and every customer deserves to feel seen and respected and should never be left feeling that their thoughts and feelings were second to another’s.
When communication with a customer, whether in person, through email or over the phone, it's important to express and demonstrate that your attention is focused on them in your demeanour. Here are three areas that should be focused on:
Express empathy – Putting yourself in the customers shoes and asking the right questions can really help to understand and anticipate their needs.
Positive regard – A friendly attitude and a willingness to go the extra mile for a customer are both things that will keep them returning to your business. Starting a phone call or an email with a positive regard for the customer can shine through in your words which will leave your customer with a good experience and feeling valued.
Be genuine – Though it is important to be friendly, being genuine will build rapport with a customer and build their trust in you and the business.

Trustworthiness

Being transparent, consistent and approachable develops a customer’s belief in a brand or business. Having policies clearly displayed on websites and on contracts or invoices means that a customer has equal opportunity to assess if a company is following its own rules. Being consistent with handling of issues and sticking to policy will mean a customer will know exactly what to expect with the handling of their issue. A customer feeling that they can reach out to the business with an issue is important – some businesses choose to make this difficult to avoid confrontation which can lead to their customers losing trust in them.

Expertise

Whatever your business is, customers will expect a good level of expertise to ensure they are getting the best outcome. This can be demonstrated by being established in a chosen industry for a long amount of time, however, just because the business has been around for a while, this does not guarantee expertise.

Having regular training, good communication between departments and a base level requirement for understanding of the business for all customer facing members of the team will mean that a customer is more likely to feel that they are being looked after by someone that knows exactly how to help.

Having this knowledge base throughout all members of the team will also minimise the chance of a customer being passed from pillar to post with a question that cannot seem to be answered by one person.

Promptness

It almost goes without saying that a quick response to a question, issue or complaint will do wonders for ensuring a customer feels heard. Even if you do not have the solution right there at the point of contact, just following up to acknowledge the customer and giving them a time frame for when they can expect to hear from you again will ease their minds in knowing that they are being looked after.

Responsiveness

The distinction between responsiveness and promptness encompasses all the previous points. When taking the time to really listen to what a customer needs, following policy and practices consistently, knowing how to resolve an issue and doing this within a reasonable time frame all result in a great response and great customer service.