Think back to your most recent interaction with a customer. Can you recall the different stages of that conversation? Each of us might describe it differently, but when combined, these individual experiences often align into a coherent sequence. This sequence forms the backbone of what we believe to be a model for delivering exceptional customer service. Allow us to introduce you to our GREAT model:
1. Greet – A Warm Welcome, Building Trust from the Beginning
The initial greeting sets the tone for the entire interaction. A warm and genuine welcome communicates to the customer that you are present and ready to assist them. Research indicates that first impressions are formed within the first seven seconds of an encounter, making this stage crucial for establishing trust and rapport. A simple yet heartfelt ‘I’m here for you’ can go a long way in making the customer feel valued and understood.
2. Recognise Needs – Identifying the Customer’s True Requirements
Understanding what the customer truly needs is the cornerstone of effective service. This involves actively listening and asking probing questions to uncover the root of their issues or desires. According to a study by Forrester, customers whose needs are met promptly are more likely to stay with the company. By affirming ‘I will help you,’ you assure the customer that their needs are your priority.
3. Empathise – Displaying Genuine Empathy and Understanding
Empathy is the ability to understand and share the feelings of another. In customer service, this means acknowledging the customer’s emotions and demonstrating that you genuinely care about their experience. Phrases like ‘I understand you’ help in connecting with the customer on a human level, which can be particularly powerful in resolving issues.
4. Act – Taking Ownership and Providing Solutions
Once you’ve identified the customer’s needs and demonstrated empathy, the next step is to take decisive action. This involves taking ownership of the situation and working towards a resolution efficiently. Accountability is key here – customers appreciate when their concerns are handled with a sense of urgency and responsibility. Saying ‘This is what I’ll do…’ shows that you are committed to solving their problem, which builds further trust and confidence.
5. Thank – Expressing Gratitude and Ending on a Positive Note
The final stage involves thanking the customer sincerely and leaving them with a positive impression. A gracious and heartfelt ‘I’m happy I could help you today’ not only reinforces the positive aspects of the interaction but also encourages the customer to return. Gratitude has been shown to enhance the overall customer experience, leading to increased satisfaction and loyalty.
Putting the GREAT Model into Practice
Developing a model for outstanding customer service is one thing, but implementing it effectively to enhance future customer interactions is another challenge altogether. Our ‘Great Customer Service’ programme is designed to bridge this gap, equipping your team with the skills and strategies necessary to deliver exemplary service consistently.
By incorporating these stages into every customer interaction, you can create a seamless and positive experience that leaves a lasting impression. Remember, great customer service is not just about meeting expectations – it’s about exceeding them, one conversation at a time.
This learning tip comes from our ‘GREAT customer service’ programme. Check it out here. If you’d like to explore this topic or any other aspect of customer service training then please do give us a call on 01582 463464. We’re always here to help.
