Hello, and welcome to this week’s Friday Fresh!
Have you ever thought that the best and cheapest advertising you can do is stellar customer service? Going above and beyond for your clients has more benefits than you can imagine, including but not limited to:
- Customers who become your advocates
- Higher staff job satisfaction
- Free advertising (literally)
- The ability to be featured in case studies as an example
- Many more!
A recent event involving The North Face is a powerful reminder of how exceptional customer service can create waves far beyond the immediate resolution.
The North Face’s Helicopter Response: A Lesson in Customer Service
Recently, a TikToker (Jenn Jensen) shared a video on her wall saying that she has a “bone to pick” with North Face because a jacket she purchased didn’t turn out to be as waterproof as she thought it would be.
North Face’s response was brilliant: a prime example of what makes them a truly amazing brand.
They picked up a jacket, hopped on a helicopter, and flew it to Jen (right in the middle of the field where she initially filmed the video). The video they filmed was only 30 seconds long but got 160k views so far, hundreds of articles, and even news coverage in many countries.
The question is: do you dare to be like the North Face?
Why Customer Service Matters in Training
While organising a helicopter might be extreme, the principle remains: exceptional customer service can transform your training business. Here’s why:
Builds Trust and Loyalty: Exceptional service builds a strong relationship with your learners. They know they can rely on you, which fosters loyalty.
Generates Positive Word-of-mouth: Satisfied customers are likely to share their positive experiences, which can lead to organic growth and new enrollments.
Enhances Reputation: Going above and beyond for your clients can enhance your reputation as a reliable and customer-centric training provider.
How to Implement Exceptional Customer Service in Your Training Business
Be Proactive: Anticipate potential issues and address them before they escalate. This shows your commitment to the learners’ experience.
Listen Actively: Pay close attention to your learners’ feedback. Understand their needs and concerns to provide tailored solutions.
Respond Promptly: Quick responses to queries and issues demonstrate your efficiency and dedication to resolving their concerns.
Offer Solutions, Not Excuses: When problems arise, focus on finding solutions rather than making excuses. This proactive approach can turn a negative experience into a positive one.
Personalise Your Service: Treat each learner as an individual. Personalised service makes learners feel valued and appreciated.
Don’t Be Afraid to Be Extra: The one thing that differentiates great brands such as the North Face is that they dare. They dare to be extra, to do more, to show up. Do you?
Final Thoughts
Brilliant customer service is often one of the most cost-effective and impactful ways to promote your training business. Just like The North Face’s helicopter response, exceptional service can create a buzz, enhance your reputation, and foster long-term loyalty among your learners.
Stay tuned for more insights in our next edition of Friday Fresh. Until then, keep innovating and inspiring!
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