Impeccable Customer Service Tip #543

“The only businesses surviving with long-term sustainability are the ones fanatical about differentiating themselves through the Customer experience they deliver.”

–John DiJulius

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Impeccable Customer Service Tip #542

If you are working with people whose values do not align with your own, especially with regard to customer care, then your firm’s overall customer experience will be compromised, and dangerously inconsistent at best.

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Impeccable Customer Service Tip #541

It’s often wise to catch yourself and follow the W.A.I.T. acronym = Why am I talking?

Monologue or dialogue? Presentation, facilitation, or conversation? Interaction or transaction?

Engagement via interactivity wins the day … and will ultimately win you more customers and clients.

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Impeccable Customer Service Tip #540

Let’s say you’re inviting your employees to get creative with customer service innovations and you undoubtedly approve of their awesome ideas. If you don’t support the follow through, accountability, and ultimate implementation of their ideas, then you’re at risk of having your best employees become jaded.

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Impeccable Customer Service Tip #539

Listen to your customers fully. Hear them out. Ask questions. This is a lot more effective than interrupting and/or assuming you know what they’re going to say. Let them feel heard.

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Impeccable Customer Service Tip #538

“The customer doesn’t have to tell you what went wrong — they can simply walk away — so it’s a gift when they take the time to tell you what they didn’t like.”

-Janelle Barlow

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Impeccable Customer Service Tip #537

Many companies use customer surveys to manage their weaknesses. But your customers are also able to express to you what you’re doing well. Don’t miss out on an opportunity to strengthen your strengths.

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Impeccable Customer Service Tip #536

When listing client testimonials, be sure to use the client’s full name, title and company (with their permission, of course). John D. may really exist, but many people will wonder … or at least be distracted by the fact that his last name wasn’t included.

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Impeccable Customer Service Tip #535

When addressing an upset customer/client in writing — especially in an online forum (Yelp, Google Reviews, etc.) — it’s important to respond rather than react. Get a 3rd-party (unbiased) opinion of your response and never post anything you wouldn’t feel comfortable seeing on the front page of your national newspaper. And certainly do not come from a place of defensiveness; reactivity. Be sure to honor the customer’s concern and thank them for the feedback.

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Impeccable Customer Service Tip #534

It’s great to include YouTube videos, relevant links, 3rd-party articles, partner/affiliate links, etc. on your web site. It’s not great, however, to invite customers to completely exit your site from these links. Unless you have all links (simply) coded by your web builder/designer to “Open in new window (or tab),” you are sending your visitors away.

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