How does your brand occur to your customers?

At TSG, we’re always looking for ways to improve the way we do things. You will not hear us say “well, that’s just the way it’s always been done.” Our drive for continuous improvement has us constantly re-examining every aspect of our business to create breakthroughs.

Over the last few months, we have undertaken another review of our operations. Our goal is transforming customers’ experience with our brand.

The first thing we analyzed was our customer service as it’s the single most important function of our organization. To properly serve customers, it’s crucial we come off the right way in all our interactions with them. We started by reviewing our phone calls.

We realized that we can transform our customers’ experience only once we transform ourselves. This means changing the way we listen and occur to customers. To meet customer needs and leave them free to pursue their passions, we must be alert and actively listening during every call.

Being present with customers helps us understand and empathize with their concerns. Empathy is crucial because customers are usually in a state of distress when they call.

They’re not calling us because they love us or to chat about our weekend. No, chances are there’s something going wrong in their life, they’re embarrassed by it, and they don’t know what to do. Common situations include claims, NSFs, DUIs and so on.

But they’re still human beings and must be treated with a certain level of dignity. We take particular care to defuse tension and de-escalate when customers become defensive about the challenges facing them.

The magic happens when we acknowledge their challenges and get in action to meet their needs. All of sudden, customers feel they’ve been listened to and heard, they have better use of their money, they understand the product they’re getting, and they have the peace of mind to go out and enjoy their lives.

This kind of customer service experience takes away the frustration and complexity out of their lives. Customers recognize when they’re getting real value and they’ll feel compelled to share with others about the people who made this experience possible.

Contact us today to create a transformational experience for your life and business.