Why Hudson Kapel gets 10 out of 10 for the Best Customer Service
Why Hudson Kapel gets 10 out of 10 for the Best Customer Service
We know that a good company should be modest. However, without going over the top, we want to tell you that our customer service comes with a smile, and we achieve all ten of the best attributes of a customer service driven organisation. Because it is true, but we would like to add that there are many companies out there that deliver all ten key customer requirements to be an organisation that people will buy from time and again.
Here are the top ten reasons why customers come back time and again to great companies:
1. Understanding Customers: The famous saying: ‘You’ve got two ears and one mouth, so listen twice as hard!’ Great companies don’t sell what they make, they listen to the needs of the customer to see what they want. They are also honest about if they can offer the product or service the customer wants. Otherwise, the customer will take their custom elsewhere next time. This is the key attribute of a superb customer orientated firm.
Understanding the customer's needs, concerns, and emotions is crucial, whilst empathising with customers and showing that care about their experience can make a huge difference.
2. Responsiveness: Speed is of the essence, and with today’s tech, seconds maybe be critical to good or bad customer service. Promptly addressing customer inquiries, issues, or complaints is essential. Customers appreciate timely responses and solutions to their problems. This means that whatever channel the customer wishes to speak to you through musty be available.
3. Clear Communication: Effective communication is vital in providing great customer service. Providing clear and concise information and ensuring that customers understand the steps that are being taken to assist them is vital to all successful companies. Communications have always come in all shapes and sizes and today’s channels are as diverse as ever, and importantly are not all high tech. Picking up the phone, speaking in person – hearing a reassuring voice, or seeing a smile is still the best ways to communicate in any age. However, today’s businesses need to talk to customers through multiple channels. Obvious channels are common, such as e-mail and phone, but good companies also use feedback forms, portals and probably the most important channel these days, WhatsApp. A quarter of the world’s population communicates through WhatsApp, and every good customer orientated firm must use it professionally to make continual progress.
4. Product Knowledge: People buy product. That’s the reason for considering a brand and company. It stands to reason that all staff require in-depth knowledge about the products or services the company offers. Accurate information about products, including pre- and aafter sales service is crucial to customer loyalty. Customers highly value dealing with knowledgeable staff who can answer their questions and offer guidance, when necessary. These attributes build consumer/company relationships.
5. Problem-Solving Skills: All customers are different and see a product slightly differently. Their questions and issues are not all the same. So good customer service representatives need to use their ears to listen to the issues and interests of a customer. Being able to effectively identify and resolve customer issues is a hallmark of great customer service. This may involve finding creative solutions, going beyond to meet customer needs, and taking ownership of problems until they are resolved.
6. Personalisation: Tailoring the customer experience to individual preferences and needs can leave a lasting positive impression. This can include addressing customers by name, remembering their preferences, and offering personalized recommendations or solutions.
7. Consistency: Providing consistently high levels of service across all customer interactions builds trust and loyalty. Customers should receive the same level of attention and care whether they are interacting with a company through all retail and communications channels.
8. Respect and Professionalism: Treating customers with respect, courtesy, and professionalism is fundamental to great customer service. Even in challenging situations, maintaining a positive and respectful demeanour creates and maintains a positive customer experience.
9. Seeking Feedback: Actively seeking and listening to customer feedback allows businesses to maintain and improve their products, services, and customer service processes. Customers appreciate when their opinions are valued and acted upon.
10. Going the Extra Mile: Going above and beyond to exceed customer expectations leaves a lasting impression on customers. Through offering additional assistance these efforts make customers feel valued and appreciated.
These ten principles are universal in leading companies. At Hudson Kapel we naturally abide by these attributes. We employ staff that instinctively follow these philosophies. Customer Service is paramount throughout the organisation. Service always comes with a smile, regardless of the type of customer. We think this is why so many professional trade buyers bid and buy used vans from our online Auctions. Hudson Kapel run a weekly, online closed auction for salvage commercial vehicles, and have recently launched a new live auction for commercial light vans.
If you are interested in buying a used van, then the place to go is www.hkr.co.uk