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About this lesson
In this section you will discover how to provide solutions that exceed your customers’ expectations.
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Expert Delivery.docx54.6 KB Expert Delivery - Solution.docx
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Quick reference
Expert Delivery
In this module, you will discover how to provide solutions that exceed your customers’ expectations.
When to use
You should always work to deliver expert solutions to the customer.
Instructions
Your customers want expert solutions from your customer service.
- First deliver the best SUITED product or service for the customer that will meet their needs.
- Second, deliver the best QUALITY product or service that will exceed their expectations.
- Third, 100% ACCURACY in their order or request.
Customer expectations are always shifting and changing, so customer service needs to be constantly changing and improving.
Login to download- 00:04 In this video, we're going to talk about solutions.
- 00:07 Cuz your customers want solutions from your customer service.
- 00:13 They want service, right?
- 00:15 So, what are the solutions?
- 00:16 The first thing that we have to really look at is
- 00:20 what are you going to deliver to your clients.
- 00:22 And, I don't just mean shipping and delivering.
- 00:25 I mean delivering the service, delivering the product, or
- 00:29 delivering the attitude, or delivering the experience.
- 00:32 Whatever it is, you have to deliver,
- 00:34 that's the first thing, that's the first part of the solution.
- 00:38 So for example, if somebody comes to your business,
- 00:40 the idea of doing business is they've got a problem, some sort of problem.
- 00:44 It can be as simple as, hey, you know what?
- 00:47 I need to stick a gum.
- 00:48 Or it could be, hey, you know what?
- 00:50 Someone's going through some sort of legal challenge and they need a lawyer.
- 00:54 Or somebody, their TV just blew up, they need a TV.
- 00:58 There's some sort of challenge or some sort of problem and
- 01:00 challenges require what?
- 01:03 Solutions, that's why they come to your business, that's why you're in business.
- 01:06 So big or small, you are here to provide solutions.
- 01:10 Okay, so you have to first deliver the best suited product or
- 01:15 service for the customer that will meet their needs.
- 01:19 The best suited product or service for the customer that will meet their needs.
- 01:24 Okay, and number two, the best quality product or
- 01:27 service that will exceed their expectations.
- 01:31 The best quality product or service that will exceed their expectations.
- 01:35 So, whatever it is they're expecting, what extra could you put on there so
- 01:39 that you exceed their expectations?
- 01:42 That's where the magic happens, okay?
- 01:44 Cuz, they can go to any store and
- 01:46 get an expectation, to get whatever product or get whatever service.
- 01:50 But, what extra are you putting on there?
- 01:53 And number three, they want 100% accuracy in their order request.
- 02:00 So, if you've clarified everything, hopefully the accuracy will be great.
- 02:04 You never know when things like shipping departments, and billing, and
- 02:07 stuff like that, but that's what you're going for.
- 02:11 And all of these departments, by the way, are part of your customer service.
- 02:15 Okay, and that's what this section is about.
- 02:17 It's not just the interaction that the outward facing person is having,
- 02:21 the conversation.
- 02:23 That's most of what we talk about in customer service, but
- 02:26 in delivering, the product has to be quality.
- 02:29 It's gotta be accurate, and
- 02:31 it's gotta be suited to really overcome whatever challenge that they have.
- 02:35 Does that make sense?
- 02:37 I'm gonna give an example.
- 02:39 Again, I travel a lot.
- 02:40 So for me, I take a lot of taxi cabs.
- 02:43 And over the years, I've watched the taxi service just go down,
- 02:48 down, down, down, down.
- 02:50 It got so bad, in fact, that I would pull up, or a cab would pull up,
- 02:54 I'd get in there, and the cab driver would just sit there.
- 02:58 Sometimes you have to ask them to pop the trunk and so
- 03:01 you could put your own luggage in the back of the taxi, okay?
- 03:04 There was a day when taxi cab drivers used to come out, they'd greet you,
- 03:08 they even might have a newspaper for you or something.
- 03:10 And they'd open up your trunk and they'd put your luggage in, no, no, no,
- 03:14 no, it went down, down, down.
- 03:16 So what happened?
- 03:18 So this little company decides okay,
- 03:20 we're gonna list everything that's wrong with taxi cabs.
- 03:24 Poor customer service, they don't put your bags in, they sit in traffic so
- 03:28 they can watch the meter run and squeeze a couple extra bucks out of you.
- 03:33 So this ride sharing company and we know this now,
- 03:37 right, ride sharing, they said, you know what?
- 03:39 We're gonna put this thing on a mapping system so that you pay an accurate fare.
- 03:45 In fact, you're gonna know what it is before.
- 03:47 And as far as the customer service goes,
- 03:48 we're gonna let the customers rate them on a star system.
- 03:53 We talked about review websites, these review apps,
- 03:56 within these ride sharing apps, are amazing.
- 03:59 That really helps your customer service, doesn't it?
- 04:02 And they'll have bottles of water for you.
- 04:03 They typically will get out, every single one has worked with me when I do the ride
- 04:07 sharing, they get out, they grab my bags, they put it in there.
- 04:10 They'll give me some friendly conversation,
- 04:12 if they're local to the area, they'll tell me what's going on in the local area,
- 04:17 that is service, that's service.
- 04:20 It's a suited product because I need a ride,
- 04:23 quality product sometimes a really nice car, great service and it's accurate.
- 04:28 I know what I'm gonna pay and they know exactly how to get there and
- 04:30 I know the route they're gonna take to get there.
- 04:33 It's fantastic.
- 04:35 That is delivering a solution.
- 04:38 So, ask yourself, how can you deliver your solutions to your customers in
- 04:44 the best way, to make it more fantastic, to make it friendlier, to make it faster?
- 04:50 These are the questions we constantly need to be asking ourselves.
- 04:53 But, by the way, because once we figure something out and
- 04:55 we're doing pretty good, do we just stay there?
- 04:59 No, customer expectations are always changing and shifting.
- 05:03 So whatever we come up for our customer service system, we need to
- 05:07 constantly be thinking and innovating and coming up with that next piece.
- 05:13 Does that make sense?
- 05:14 Awesome, so when it comes to solutions, you have to deliver.
- 05:17 What do you have to deliver?
- 05:18 The best suited product or service for the customer that will meet their needs.
- 05:22 You have to deliver the best quality product or
- 05:24 service that will exceed their expectations.
- 05:28 And number three, 100% accuracy in their order or request.
- 05:33 Okay, great job today, I will see you guys in the next video.
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