What the Game of Thrones Houses taught us about Customer Service
With the new season just around the corner, we thought we’d take a look at what the Game of Thrones Houses taught us about Customer Service…
The Words: “A Lannister always pays his debts”
Arguably the key to the Lannister’s success… although we’ll stick with just the positive, non-ominous stuff.
The Lesson: Always keep promises made to your customer.
If you don’t, you risk losing your customer forever- as soon as your customer stops trusting you, it’s game over. On the flip side, if you are constantly exceeding your customers’ expectations and over-delivering on your promises, then you’ll create a sense of trust between you and your customers; and, ultimately, gain further business through their brand advocacy.
If ever something doesn’t quite go to plan, just be honest. If you need to go away and check something, or perform an action, simply let the customer know and apologise for any delays- they’ll appreciate it! As long as you’re honest and keep them updated, it’s very unlikely for customers to become frustrated by you taking the time to concentrate on resolving their query.
The Words: “Winter is coming”
It seemed like an eternity (6 seasons, to be exact) but now we’re told that winter is finally here! Unfortunately, you probably won’t have as long as the residents of the seven kingdoms…
The Lesson: Always be prepared.
Prepared for customers; prepared for your customer service team; prepared for seasonal demand and sudden peaks in contact numbers… Without it all jelling together, your customers’ experience will struggle to reach its full potential.
Your Customer Service Team need to be prepared, too. If they’re not prepared for their customer interaction (equipment, systems, knowledge etc.), then they risk keeping the customer waiting. This could turn what had the potential to be a great interaction, in to a negative one.
The Words: “Growing Strong”
House Tyrell are well known for their ability to collaborate with the people who will help them to grow. In your case, those people are your colleagues and, most importantly, your customers…
The Lesson: Always go above and beyond for your customer.
Outline your promises and let your customer know what to expect from you. You can then build on this- anything you do above and beyond the promises you’ve made will be recognised by your customers.
Your customers are key to the growth for any organisation. Happy customers will recommend your business to others and step-up as brand advocates, so don’t miss out on the opportunity to provoke this by going above and beyond!
The Words: “We stand together”
Although House Frey aren’t renowned for being the most pleasant of all houses, it’s true what they say about themselves: they really do stand together. Without this attitude and teamwork, they would never have gotten as far as they have…
The Lesson: Work as a team
If you really want to provide an exceptional experience for your customers, then everyone needs to be on the same page; working as a team is important in achieving this.
If you’re solely concerned with your own achievements, you’ll fail to see the bigger picture. Successful employees recognise the importance of each different role, making it their priority to support others and work together to benefit their customers- and, in turn, the brand as a whole.
If you’d like to talk to us about your customer service requirements, then simply get in touch!
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