We are continuing our theme of the Three Cs of Customer Experience, with Consistency.
Consistency in customer service refers to the ability of a company to provide a uniform, reliable, and high-quality experience to its customers at every touchpoint. It’s fair to assume that most people have heard the saying “consistency is key”, and it’s a common saying for a reason.
Here is a story to illustrate the result of being consistent in client interactions.
TechStart is a small IT company known for expert customer experience and client relationships. Sam, who founded the company, was passionate about providing high-quality IT support to small businesses.
One day, Bella of Bella's Garden was having issues with a new point-of-sale system. It was outdated and she needed support. Unfortunately, she didn’t have a team to help. When Bella called in to TechStart that day, she reached Matthew, a seasoned technician. He very quickly installed a new POS and provided Bella with a thorough training session, keeping her updated at each step along the way. Bella was thrilled with the results of her call to TechStart and became a loyal customer after this excellent first impression.
Months after the installation of the new POS software, Bella started to see some minor issues with the system. When she called TechStart, she reached a different team member, Jessica. Jessica was quick to promise a fast turnaround for the ticket. Unfortunately, there were considerable delays with the ticket and the issue remained unresolved. Understandably frustrated, Bella called in multiple times and spoke with two more technicians, Raj, and later, Tanya, before the issue was resolved. The process to resolve her issue was much slower and more complicated than the first time she called.
Within the year, Bella was searching for a new IT company that she could trust to follow the same process every time.
Comparing these two ticket scenarios, it’s clear that while the first impression is what sold the client on TechStart, it’s ultimately not what will keep their loyalty.
Consistency is key in customer service. While a single great experience can win a client, inconsistency can drive them away. Bella’s experience is a great example that clients need to know they’ll receive the same high-quality service, no matter who they speak with. That will make you irreplaceable to your clients.
Interested in learning how to get your team Customer Experience trained? Reach out to our office at 905-228-4809 today!
