When it comes to customer service, there are four pillars, or standards, that every service station employee should showcase. They include:
- Removing a customer’s stress
- Creating a seamless experience
- Interact as a human
- Make sure your exemplary customer service is seen
Let’s break those pillars down.
Removing Stress
An employee that exemplifies stellar customer service is an employee that removes stress from the customer. Instead of overcommunicating issues that a customer is having, take care of the problem for them by doing what needs to be done. If you have the situation handled, there’s no need to involve the customer and get them worried about something that’s being taken care of.
Creating a Seamless Experience
A seamless customer service experience should do two things at once: stick out in a customer’s mind and float to the very back of it. The interaction should be so natural that it doesn’t raise any alarm bells (or irritation bells, for that matter) but so positive that they look back at it with fondness. It’s the little moments that matter, the moments where you create a smooth and enjoyable experience for the customer.
Interacting as a Human
You need to be interacting with your customers on a deeper level. You don’t have to get into the intricacies of your life or the customer’s life with every transaction, but human connection is more important than ever. After two long years of isolation, customers want to feel that connection within the businesses they visit – and your service station is most likely one of their most visited stores. By being curious and open with customers, asking about their day and their experience, you create meaningful connections.
Making Sure Your Customer Service is Seen
Great customer service doesn’t permeate your entire business unless employees see it in action from their boss. Managers and owners must lead by example, demonstrating excellent customer service during every shift, every day. Training guides and manuals are useful, but what puts the point across is leading by example.
Great Customer Service in the Fuel Industry
To ensure that your customer service stands out from the rest, implement these four pillars. You must put in more effort when it comes to customers, as doing so will allow you to stay ahead of your competitors.
ServoPro members can access our ServoSkills online training courses which include units on customer service. For more information contact us.