Impeccable Engagement

Customer Experience Tip #1262

“Assume good intent. People who handle customers, especially difficult ones, often assume that the customer does not know what they are talking about, just wants to get more for less, or will be unhappy no matter what they do to resolve the situation. Assuming good intent helps us use a different tone, and tone has five times the impact of the words we say.”

Steven Gaffney, Bestselling Author

Impeccable Engagement

Customer Experience Tip #1261

The next time a client asks, “Are you OK on time?” just say, “I’m all yours.

Impeccable Engagement

Customer Experience Tip #1260

Want to increase your focus and be more present with each client, while also reducing stress and distractions? Space your appointments far enough apart, then add another 30-minute buffer (especially if driving is involved). You’ll be “all theirs” and they’ll notice the special (undivided) attention they are receiving from you. Your competitors aren’t likely doing this.

Impeccable Impressions

Customer Experience Tip #1259

When’s the last time you listened to your own voicemail greeting? In order for callers (often forming their very first impression of you) to know they’ve reached the right party (and a friendly one at that), there are a few important steps to follow when it comes to recording your voicemail greeting.

Impeccable Culture

Customer Experience Tip #1258

If your team is discussing “customer satisfaction,” you’re off to a mediocre start … at best. Satisfied customers won’t just leave you for something better, they’ll leave you for something different. That’s because there’s nothing remarkable or memorable about “satisfactory.” Instead, start a new conversation — one that addresses and invites “Customer WOW.”

Impeccable Impressions

Customer Experience Tip #1257

“…people will think they already know someone if that person smiles at them, even if it’s an absolute stranger!” –CXService360

Impeccable Partnership

Customer Experience Tip #1256

You may notice that acquiring some of your best customers and clients has been a direct result of you taking the time to provide advice and learning for them … one of the most powerful approaches to an (unspoken) customer expectation.

Impeccable Automation

Customer Experience Tip #1255

Want to know which parts of your customer process you should be automating (and which parts you shouldn’t)? Ask your customers.

Impeccable Impressions

Customer Experience Tip #1254

Your receptionist is your “Director of First Impressions,” via phone, via e-mail, and in-person. S/he is not JUST the receptionist.

Impeccable Personalization

Customer Experience Tip #1253

Your customers and clients are inadvertently dropping little hints about themselves ALL THE TIME. Are you catching it? … And are you using it to both build rapport and enhance their experience? A.B.C.I. = Always Be Collecting Intel.