Key Ingredients To Customer Satisfaction - A Study Of A Wrinkle Cream Company

Customer service has always been a cornerstone for companies to build upon, and the best ones are able to separate themselves by providing a superior level of customer service.  There are lists and lists of customer service tips, and customer service principles, and companies base their procedures around these lists.  There is a large difference between constructing procedures to follow and understanding the principles of customer service as they are intended.  It is important to completely understand the customer's point of view and the nature of your company's behavior in order to improve your level of customer service.  Behavioral science plays a large role in providing consumers the very best in customer service and the most advanced companies have been implementing this and achieving tremendous customer service accolades.

Most notably, an anti aging, anti wrinkle company revealed a few scientific facts that they based their award winning customer service principals upon.  This wrinkle cream company research hundreds of hours of studies on human behavior during customer service interactions; finding a number of interesting facts.  By focusing on the customer's perception of the interactions as well as the order of the conversation, this company compiled a list of five customer service concepts from which they would train their customer service representatives.

End the Conversation on a High Note - It is rarely the beginning of the conversation that is remembered by customers.  It is the end of the interaction that leaves the biggest impression with the consumer.  The goal is to finish the conversation with the largest amount of value possible, leaving customers feeling Wowed by the process.  Companies need to define what their largest value added service is and close the interactions with that.

End the Bad Experiences Early on in the Interaction - The study of behavioral science tells us to save the best for last, and conversely to get the bad out of the way early on in the interaction.  By delivering bad news or time-consuming aspects of the interactions early on in the conversation, it allows consumers to focus on the positive aspects and value that your product or service provides.

Segment the Pleasure, Combine the Discomfort - By lumping together the unpleasant aspects that may exist the customer perceives that aspect of the interaction as short.  On the other hand, by delivering several segments of positive reinforcement, or value added service consumers perceive the interaction as having been overall a pleasurable experience.  Give your customers plenty of time to enjoy your goods and services and only a few minutes to focus on the discomfort and they will be much happier for it.

Gain Commitment Through a Series of Choices - By providing your customers choices regarding the goods or services that your company offers, not only are you more likely to gain their commitment, they we will respond by being much happier throughout the process.  No one wants to be forced into only one option, by providing multiple choices customers perceive that they are in control of the process, making them happier as well as willing to commit.

Importance of Rituals and Sticking to Them - Behavioral science informs us that consumers love having rituals, especially when they are adhered to.  This may be as simple as quick response times or daily or weekly progress reports depending on your particular good or service.  The key to this though is once this starts or is promised, it must be adhered to otherwise your customer service takes a huge hit and leaves consumers feeling unpleasant.

All companies can benefit from applying these customer service concepts into their business model.  The rate at which they help your customer approval ratings will amaze you as it did the wrinkle cream manufacturer shown as an example here.  While their customer service ratings are as high as they come, the service they provide is all based upon the behavior science rules listed here.  It would seem that there is a science to customer service and at least one anti aging company has taken it to record levels.