Impeccable Customer Service Tip #389

“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.”

-Kevin Stirtz

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Impeccable Customer Service Tip #388

If you absolutely must use the word “no” with a customer, at least say it with a sincerely apologetic tone. Then move quickly toward offering what you *can* do.

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Impeccable Customer Service Tip #387

A satisfied customer is nowhere near as powerful as a WOWed customer. WOW experiences help to create customers for life, while satisfactory service barely gets you in the game.

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Impeccable Customer Service Tip #386

You’ve probably noticed that some clients prefer to communicate in-person or via telephone, while others prefer to communicate mostly via e-mail or even text messaging. Once you’ve established a relationship with a client, take note of this and be mindful of their preferred method of communication.

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Impeccable Customer Service Tip #385

Don’t make excuses with your customers and clients. Just make it right.

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Impeccable Customer Service Tip #384

“You don’t always have to make [the customer] feel special, you just have to listen. Focus on the customer and what they need at the moment. Be polite. We learn this lesson in kindergarten, but sometimes it’s the simplest lessons that have the most impact. People will come back to places they feel welcome.”

-Bernie Pitzel

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Impeccable Customer Service Tip #383

Eliminate anything that could come between you and your customer, serving as a possible distraction (i.e., flashy jewelry, visible tattoos, dark sunglasses, strong cologne/perfume, mobile headset, or even sports apparel). It’s more difficult for people to get to know you when they are distracted.

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Impeccable Customer Service Tip #382

Regardless of how “obviously wrong” that last customer was, venting to — or in the presence of — another customer is entirely unprofessional. It’s best to brush it off and take the high road.

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Impeccable Customer Service Tip #381

Here’s a great conversation starter designed to: 1) get your team’s “customer experience wheels” turning, and; 2) begin to gauge the customer service aptitude of your staff.

The next time you meet as a group, ask, “In your opinion, what key factors are helping to shape the customer experience here?”

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Impeccable Customer Service Tip #380

“Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions.”

-Betsy Sanders

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