Expert Delivery

Quick reference

• 00:04 In this video, we're going to talk about solutions.
• 00:07 Cuz your customers want solutions from your customer service.
• 00:13 They want service, right?
• 00:15 So, what are the solutions?
• 00:16 The first thing that we have to really look at is
• 00:20 what are you going to deliver to your clients.
• 00:22 And, I don't just mean shipping and delivering.
• 00:25 I mean delivering the service, delivering the product, or
• 00:29 delivering the attitude, or delivering the experience.
• 00:32 Whatever it is, you have to deliver,
• 00:34 that's the first thing, that's the first part of the solution.
• 00:38 So for example, if somebody comes to your business,
• 00:40 the idea of doing business is they've got a problem, some sort of problem.
• 00:44 It can be as simple as, hey, you know what?
• 00:47 I need to stick a gum.
• 00:48 Or it could be, hey, you know what?
• 00:50 Someone's going through some sort of legal challenge and they need a lawyer.
• 00:54 Or somebody, their TV just blew up, they need a TV.
• 00:58 There's some sort of challenge or some sort of problem and
• 01:00 challenges require what?
• 01:03 Solutions, that's why they come to your business, that's why you're in business.
• 01:06 So big or small, you are here to provide solutions.
• 01:10 Okay, so you have to first deliver the best suited product or
• 01:15 service for the customer that will meet their needs.
• 01:19 The best suited product or service for the customer that will meet their needs.
• 01:24 Okay, and number two, the best quality product or
• 01:27 service that will exceed their expectations.
• 01:31 The best quality product or service that will exceed their expectations.
• 01:35 So, whatever it is they're expecting, what extra could you put on there so
• 01:39 that you exceed their expectations?
• 01:42 That's where the magic happens, okay?
• 01:44 Cuz, they can go to any store and
• 01:46 get an expectation, to get whatever product or get whatever service.
• 01:50 But, what extra are you putting on there?
• 01:53 And number three, they want 100% accuracy in their order request.
• 02:00 So, if you've clarified everything, hopefully the accuracy will be great.
• 02:04 You never know when things like shipping departments, and billing, and
• 02:07 stuff like that, but that's what you're going for.
• 02:11 And all of these departments, by the way, are part of your customer service.
• 02:15 Okay, and that's what this section is about.
• 02:17 It's not just the interaction that the outward facing person is having,
• 02:21 the conversation.
• 02:23 That's most of what we talk about in customer service, but
• 02:26 in delivering, the product has to be quality.
• 02:29 It's gotta be accurate, and
• 02:31 it's gotta be suited to really overcome whatever challenge that they have.
• 02:35 Does that make sense?
• 02:37 I'm gonna give an example.
• 02:39 Again, I travel a lot.
• 02:40 So for me, I take a lot of taxi cabs.
• 02:43 And over the years, I've watched the taxi service just go down,
• 02:48 down, down, down, down.
• 02:50 It got so bad, in fact, that I would pull up, or a cab would pull up,
• 02:54 I'd get in there, and the cab driver would just sit there.
• 02:58 Sometimes you have to ask them to pop the trunk and so
• 03:01 you could put your own luggage in the back of the taxi, okay?
• 03:04 There was a day when taxi cab drivers used to come out, they'd greet you,
• 03:08 they even might have a newspaper for you or something.
• 03:10 And they'd open up your trunk and they'd put your luggage in, no, no, no,
• 03:14 no, it went down, down, down.
• 03:16 So what happened?
• 03:18 So this little company decides okay,
• 03:20 we're gonna list everything that's wrong with taxi cabs.
• 03:24 Poor customer service, they don't put your bags in, they sit in traffic so
• 03:28 they can watch the meter run and squeeze a couple extra bucks out of you.
• 03:33 So this ride sharing company and we know this now,
• 03:37 right, ride sharing, they said, you know what?
• 03:39 We're gonna put this thing on a mapping system so that you pay an accurate fare.
• 03:45 In fact, you're gonna know what it is before.
• 03:47 And as far as the customer service goes,
• 03:48 we're gonna let the customers rate them on a star system.
• 03:53 We talked about review websites, these review apps,
• 03:56 within these ride sharing apps, are amazing.
• 03:59 That really helps your customer service, doesn't it?
• 04:02 And they'll have bottles of water for you.
• 04:03 They typically will get out, every single one has worked with me when I do the ride
• 04:07 sharing, they get out, they grab my bags, they put it in there.
• 04:10 They'll give me some friendly conversation,
• 04:12 if they're local to the area, they'll tell me what's going on in the local area,
• 04:17 that is service, that's service.
• 04:20 It's a suited product because I need a ride,
• 04:23 quality product sometimes a really nice car, great service and it's accurate.
• 04:28 I know what I'm gonna pay and they know exactly how to get there and
• 04:30 I know the route they're gonna take to get there.
• 04:33 It's fantastic.
• 04:35 That is delivering a solution.
• 04:38 So, ask yourself, how can you deliver your solutions to your customers in
• 04:44 the best way, to make it more fantastic, to make it friendlier, to make it faster?
• 04:50 These are the questions we constantly need to be asking ourselves.
• 04:53 But, by the way, because once we figure something out and
• 04:55 we're doing pretty good, do we just stay there?
• 04:59 No, customer expectations are always changing and shifting.
• 05:03 So whatever we come up for our customer service system, we need to
• 05:07 constantly be thinking and innovating and coming up with that next piece.
• 05:13 Does that make sense?
• 05:14 Awesome, so when it comes to solutions, you have to deliver.
• 05:17 What do you have to deliver?
• 05:18 The best suited product or service for the customer that will meet their needs.
• 05:22 You have to deliver the best quality product or
• 05:24 service that will exceed their expectations.
• 05:28 And number three, 100% accuracy in their order or request.
• 05:33 Okay, great job today, I will see you guys in the next video.

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