On October 17, 2024, RepUs’s President and Chief Reputation Officer Casey Boggs presented to the National Customer Service Association members the “10 Actions to Build a Positive Reputation Through Customer Service.” During the presentation, Boggs asked the participants to score themselves on each action (1-3…3 being the highest). If they scored 30-25, they were remarkable; 24-16 – they were pretty good; 10-15 – they need improvements. How would you rank your customer service vs. these reputation actions?
Excerpts of the “10 Actions” are provided below. Additional information, commentary and questions are available @ Contact@ReputationUs.com
- Reputation Action #1. Responsive Communication. Always respond promptly to customer inquiries and complaints.Quick, thoughtful responses show that you value their time and concerns.
- Reputation Action #2. Personalization. Treat customers as individuals. Use their names, remember past interactions, and tailor your responses to their specific needs.
- Reputation Action #3. Empathy and Understanding. Listen actively to customer concerns and express understanding. Acknowledge their feelings, which can help diffuse frustration.
- Reputation Action #4. Consistency. Delivering consistent service across all interactions reinforces reliability and trust. Ensure all team members are trained to provide the same level of care.
- Reputation Action #5. Follow-Up. After resolving an issue, follow up with customers to ensure their satisfaction. This demonstrates your commitment to their experience.
- Reputation Action #6. Solicit Feedback. Encourage customers to share their thoughts on your service. Use surveys or direct communication to gather insights and show that you value their opinions.
- Reputation Action #7. Empower Employees. Equip your team with the tools and authority to resolve issues effectively. Empowered employees can provide quicker and more satisfactory resolutions.
- Reputation Action #8. Proactive Problem Solving. Anticipate potential issues and address them before they affect customers. Proactively reaching out to offer solutions can impress customers.
- Reputation Action #9. Celebrate Success. Share positive customer stories or testimonials on your platforms. Highlighting satisfied customers can enhance your reputation and build trust with potential clients.
- Reputation Action #10. Community Engagement. Participate in community events or support local causes. Being visible and active in the community can enhance your reputation as a caring business.
How’d you score? Need support? Contact@ReputationUs.com
