The Choreography of Customer Service: Five Core Concepts
In today's fast-paced business world, customer service is more important than ever. With so many options available to consumers, it's essential to provide exceptional service that sets your business apart from the competition. In his book, "The Choreography of Customer Service," author Chris Lynum outlines five core concepts that can help businesses improve their customer service and stand out in a crowded marketplace.
Table of Contents
1. The Backstory
2. The Negative
3. The Secret Mission
4. Muscle Memory
5. Return on Investment
The Backstory
The first core concept of customer service is the backstory. This concept is all about understanding the motivations and needs of your customers. By taking the time to listen to your customers and learn about their backstory, you can provide more personalized service that meets their unique needs. This can help build stronger relationships with your customers and increase their loyalty to your business.
For example, if you run a clothing store, you might ask a customer what brought them in today. If they're shopping for a special occasion, such as a wedding or job interview, you can offer personalized recommendations that will help them look and feel their best. By understanding their backstory, you can provide a more tailored shopping experience that meets their specific needs.
The Negative
The second core concept of customer service is the negative. This concept is all about providing honest feedback, even if it's not what the customer wants to hear. By being transparent and upfront with your customers, you can build trust and credibility that will help you stand out from the competition.
For example, if a customer is considering a product or service that you know won't meet their needs, you can provide honest feedback that will help them make a more informed decision. While they may not like what they hear, they will appreciate your honesty and may be more likely to return to your business in the future.
The Secret Mission
The third core concept of customer service is the secret mission. This concept is all about going above and beyond to provide exceptional service that exceeds your customers' expectations. By setting a secret mission for your team, you can motivate them to provide exceptional service that will help your business stand out from the competition.
For example, if you run a restaurant, you might set a secret mission for your servers to provide exceptional service that results in a compliment from every customer. By setting this goal, you can motivate your team to provide exceptional service that will help your business stand out from the competition.
Muscle Memory
The fourth core concept of customer service is muscle memory. This concept is all about practicing and perfecting your service skills until they become second nature. By developing muscle memory, you can provide more efficient and effective service that meets your customers' needs.
For example, if you run a call center, you might practice common customer service scenarios with your team until they can handle them with ease. By developing muscle memory, your team can provide more efficient and effective service that meets your customers' needs.
Return on Investment
The fifth and final core concept of customer service is return on investment. This concept is all about understanding the value of exceptional customer service and how it can benefit your business in the long run. By investing in exceptional customer service, you can build stronger relationships with your customers and increase their loyalty to your business.
For example, if you run a retail store, you might invest in training your team to provide exceptional customer service that results in more repeat business and higher sales. By investing in exceptional customer service, you can build a loyal customer base that will help your business thrive in the long run.
Highlights
- Understanding your customers' backstory can help you provide more personalized service that meets their unique needs.
- Providing honest feedback, even if it's not what the customer wants to hear, can help build trust and credibility with your customers.
- Setting a secret mission for your team can motivate them to provide exceptional service
