Good vs. Bad Customer Service: What's the Difference?

度假是我最喜欢花钱的方式之一。相信我，我喜欢花钱。

每个人的理想假期的想法都不同，但对我来说，这是关于奢侈品的。如果我在休息时间花钱，我想体验高质量的客户服务。一切都应该尽可能顺利，毫不费力地运行，这样我就可以花时间放松，而不是解决问题。

出于这个原因，我在选择酒店时相当谨慎。酒店的客户服务已成为影响我住宿的主要因素。即使是最高的酒店，如果他们不提供出色的客户服务，也可能会错过商标。

在这篇文章中，让我们定义哪些出色的客户服务使用两家五星级酒店作为我们的示例。我们将一个与上方客户服务面对另一家未能达到相同标准的酒店。然后，我们将说明如何从这些示例中学习并将其应用于自己的业务。

好的客户服务的示例

在探讨我在每家酒店的经历之前，让我们确定每个酒店A和酒店B。

良好的客户服务示例

在A酒店，早餐将在五门课程中供应。尽管是美味的食物，但有一天早上，我不想菜单上任何东西。迪米特里（Dimitri） - 我们知道员工的名字 - 立即回答：“没问题！您想什么？厨房可以准备任何东西。”

为我提供解决问题的解决方案并没有犹豫。几分钟之内，我的鳄梨吐司烤了一个荷包蛋。可以说，我是一个非常高兴的客人。

每天，我们都会在游泳池旁找到躺椅，一旦我们放下，一位服务员就会为我们提供我们最喜欢的饮料。当工作人员了解我们的日常活动时，我们不需要明确订购它们，我们很高兴接受这些饮料。我们将花时间与员工进行对话，互相认识并真正享受他们的公司。raybet电子竞技

A酒店很漂亮，但真正使其与众不同的是它提供的服务标准。这简直是​​完美的。现在让我们将其与酒店B进行比较。

不良客户服务的示例

B酒店很棒，食物很棒，房间非常舒适，酒店本身的设计精美。我们喜欢我们的住宿，设施很棒。那么，有什么不同？

首先，我们在太阳躺椅上点了咖啡。它比平时更风，随着风的起伏，我丈夫的全能咖啡随之而来。它整个毛巾和躺椅。

We signaled for assistance and a waitress hurried over. When we explained the situation, her immediate response was, "Are you willing to pay for this coffee?"

您可以看到女服务员脸上的恐慌，因为很明显她完全不确定如何处理这种情况。当我们 - 相当尴尬地说，我们希望获得替换咖啡，理想地免费回答时，需要三名员工来评估经理的情况。他立即命令我们替换咖啡。

我和我丈夫聊天了我们在每家酒店的经历。我们俩都同意，尽管结果最终取得了良好的结果，但B酒店的局势的处理方式却很差。如此出色的酒店怎么会为纠正小错误而制定如此艰巨的过程？我们俩都意识到两家公司之间的关键区别不久了。

好的客户服务与坏客户服务之间的区别

A Hotel A的工作人员，无论资历如何，都鼓励他们脚步思考，并运用常识来解决情况。并不是说在A酒店没有什么问题，而是工作人员能够自己解决问题。简而言之，他们被赋予自治权以最高标准的工作。这似乎是大多数以其知名业务而闻名的主题good customer service。

相反，在B酒店，很明显，管理层是唯一在情况和决策中使用常识的人。因此，如果有任何问题，初级工作人员都无法做任何事情。这产生了不必要的戏剧和焦虑。

为什么发生不良客户服务

In hindsight, it's easy to criticize Hotel B for their customer service protocol. In fact, you may be wondering why an organization would resort to such an inefficient approach. However, there are a few factors that could have led to this system and they could easily affect your business as well.

• 初级成员的责任或专业知识不如管理层，或者没有足够的薪水来做出决定。
• 过去，初级成员被允许做出决定并做出错误的选择。
• Not everyone has common sense, so it's easier to standardize the processes and elect management to make decisions.

可以通过适当的招聘和培训来纠正前两个原因。为您的团队配备可信赖的员工对客户服务至关重要。如果您不能相信代表做出自己的决定，他们最终会遇到瓶颈和数据筒仓when trying to resolve basic customer service issues.

The last reason on this list is a problem that growing organizations often face. As they hire more employees, they need to ensure a consistent experience for their customers. However, as you standardize your company's processes, you may lose personalization elements that made your brand successful.

在下一节中，让我们谈谈如何维护high-quality level of customer service随着你的成长customer base。

How to Maintain Good Customer Service

尽管客户期望对成长的企业保持不变，但重点customer service shifts as companies increase in size。

1. Balance personalization with efficiency.

With smaller companies, customers expect personalized customer service. There are fewer people to remember, from both the perspective of the employee and the customer, so forming strong relationships is easier.

With growing companies, customers understand that service may be less personalized, but is more efficient because the company has more resources. This means that customer service problems should be resolved quickly and at little expense to the customer. For example, this is why we expect refunds to be processed faster by larger companies.

2. Value every customer's experience.

In the case of #CoffeeGate, the result was positive; we got our replacement coffee free of charge, which we were happy about. However, the overall experience didn't match up to our expectations. It was about the way the service was delivered that left us with a sour taste.

我们认为公司的raybet电子竞技s motivation boiled down to money. How much would it cost to replace the coffee? Were we willing to pay for the original one? How were they going to sort out the bill?

It felt cold because we were no longer valued customers. Instead, we were just some arbitrary guests costing the business money. It's situations like these where customer service teams need to assess the situation and provide an appropriate response. While large organizations have protocol for a reason, these rules shouldn't contribute to a negative customer experience, especially when it's over a trivial matter.

3. Hire motivated staff.

在A酒店，您感到工作人员喜欢他们的工作。感觉他们总是很乐意在需要时提供帮助。作为回报，客户喜欢与他们共度时光，因为环境感到放松和快乐。因为工作人员喜欢他们的工作，所以他们为积极的客户体验做出了贡献。而且，结果？

We spent more money and we would go back and do it over and over again.

4.使用客户服务补充销售。

Great businesses recognize that customer service isn't cost-centered. Instead, going the extra mile to provide great customer service creates its own sales opportunities. For example, customers who experience excellent service are更倾向于再次购买，并向您的公司花费17％。raybet电子竞技客户不仅记得积极的经历，而且服务代表也有机会upsell and cross-sell。

出色的客户服务与程序和协议无关，而是关于您使客户感觉的方式。做到这一点，他们将长期忠于您的品牌。如有疑问，这是一个很好的经验法则：如果风吹过您的客户的咖啡，请给他们一个新的咖啡。

如果您想避免这样的服务灾难，请阅读如何improve customer experience。