Engineering the Customer Experience
Impeccable Customer Service Tip #671
“Expect Referrals. It stands to reason that a customer who comes to your organization by way of referral and then experiences your remarkable level of service is far more likely to become part of your referral team.”
-John Jantsch, The Referral Engine
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Impeccable Customer Service Tip #670
Don’t be surprised when customers tend to engage in a different way than you’d prefer, with regard to pace and style. Instead, recognize your differences and know that not everyone is perfectly aligned on the introversion/extroversion spectrum.
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Impeccable Customer Service Tip #669
If there’s an upset client you’re dreading having to call back, make it the first thing you do today. The longer you wait, the more disappointed that client will become .. and the worse you will continue to imagine the situation in your head.
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Impeccable Customer Service Tip #668
Smalltalk is generally a good thing to include in conversations with customers and clients, but steer clear of potentially sensitive or emotionally-charged topics like politics, religion, and sports.
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Impeccable Customer Service Tip #667
If you find that your customers are often confused by a process or procedure, then take responsibility for simplifying and/or clarifying it for them. Remember, your customers didn’t go to customer school.
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Impeccable Customer Service Tip #666
“Service is the rent we pay for the privilege of living on this earth. It is the very purpose of life, and not something you do in your spare time.”
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Impeccable Customer Service Tip #665
When your response is delayed, apologize for the delay … and leave it at that. Don’t try to justify your delay, as this is often perceived as an excuse.
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Impeccable Customer Service Tip #664
Offer to take a favorite client out to lunch today, just because.
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Impeccable Customer Service Tip #663
When it comes to client commitments, under promising and over delivering sure beats the (all-too-common) alternative.
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Impeccable Customer Service Tip #662
Your customers — and their needs — are evolving. What are you doing to stay ahead of the curve and anticipate their needs?
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