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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Impeccable Customer Service Tip #661

“If you want your customers to love your business, one of the best ways to ensure that happens is to love them first.”

-Jennifer Dulski, President of Change.org

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Impeccable Customer Service Tip #660

If you’re using a headshot (professional portrait) in print/digital that customers will see, choose one in which you’re smiling for goodness sake. (Unless, of course, you’re a prison guard or professional linebacker.)

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Impeccable Customer Service Tip #659

“May I ask what this is regarding?”

No, actually you shouldn’t be asking this question in most instances. It feels intrusive and as if you’re screening the call (which — let’s face it — you are).

Instead, consider stating/asking (kindly, of course), “I’m glad to see whether she’s available … (pause) … By the way, was she expecting your call this morning?”

Instead of a yes or no, the caller will likely express what the call is regarding.

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Impeccable Customer Service Tip #658

You may know exactly what you’re there to do and be ready to immediately begin the process with that customer, but always remember to pause, begin with a friendly smile, eye contact, and a warm hello.

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Impeccable Customer Service Tip #657

 To complete the digital customer engagement loop, be sure that all roads lead back to your main web site. It’s great to have a social media presence and an e-mail listserv, but always remember the focus of driving customers to your main “hub.”

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Impeccable Customer Service Tip #656

“Customers do not expect you to be perfect. They do expect you to fix things when they go wrong.”

–Doug Porter, while SVP at British Airways

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Impeccable Customer Service Tip #655

Before you consider interrupting your customer in order to offer a solution, just hear them out. You may discover that a) your knee-jerk solution wasn’t the best one, or; b) they just needed to vent and feel heard.

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Impeccable Customer Service Tip #654

Any time you’re considering a change in process, procedure, brand, culture, etc., the “Voice of the Customer” must be represented … preferably by an outside (unbiased) party.

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