Impeccable Customer Service Tip #340

“Empathy is the ultimate form of customer insight.”

-Don Peppers

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Impeccable Customer Service Tip #339

Never underestimate the importance of studying and becoming expert at knowing your products and/or services. Doing so not only makes you a valuable asset and resource for your clients, but your personal sense of preparedness and expertise will give you tremendous confidence.

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Impeccable Customer Service Tip #338

Designing the most effective impeccable customer experiences begins with a dialogue, not a policy. Your people will support what they help to create and “ownership” trumps “buy-in.”

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Impeccable Customer Service Tip #337

If you have a professional social media presence (and you should), people want to see you engaged; participating in conversations and not just broadcasting.

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Impeccable Customer Service Tip #336

“Companies with highly satisfied customers generate superior returns because customer satisfaction is critical for repeat business, and that type of business is usually very profitable. That is, loyal customers tend to be highly profitable as long as their loyalty comes from their satisfaction and not because prices are low.”

-Claes Fornell, Founder of the American Customer Satisfaction Index (ACSI)

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Impeccable Customer Service Tip #335

When it comes to dropping the ball with your customers and clients, taking responsibility is just that … owning the problem and taking responsibility. In other words, it doesn’t have to equal guilt, blame, fault, or shame.

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Impeccable Customer Service Tip #334

The customer experience is in direct correlation to the employee experience… Survey your staff and ask, “On a scale from 0 to 10, overall, how likely are you to recommend us as a great place to work, to a friend or relative?” You might follow that up by asking, “What’s the primary reason for the number you chose?”

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Impeccable Customer Service Tip #333

Interview Question

Ask, “If you could fly, be invisible, or read minds, which would you choose? (pause after their answer) Why did you choose ___________?” You might just discover something very telling about their character, intentions, and/or values.

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Impeccable Customer Service Tip #332

It’s always reassuring to a customer when they’re kept “in the loop.” Instead of assuming they know and trust that something’s being taken care of, provide the occasional update. This is one of those little things that many people overlook, and it can make a big difference for the customer.

Impeccable Customer Service Tip #331

“This whole notion of the experience as a differentiator is not just the latest fad or buzzword. The prize of getting this strategy right in your business is “true” differentiation from your competitors, greater advocacy amongst existing and future customers, and a business culture your people want to come to work every day and be the best they can be.”

-PTI Worldwide