Customer Experience Tip #1065

Deliver service in such a way that your customers feel that you genuinely care about the experience they receive. This doesn’t happen though a script. Instead, it’s accomplished by … genuinely caring and letting that show through your words, your voice tone, and your body language. This cannot be faked.

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Customer Experience Tip #1064

Be thoughtful with the questions you ask your clients. Know — in advance of the call or visit — what you’ll be asking. The content (and tone) of your questions demonstrate your preparedness, your genuine curiosity, and your sensitivity to their situation.

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Customer Experience Tip #1063

When driving away from a client meeting, turn off the radio so that you can be with your thoughts. Reflect on what you said and what you heard. As a result, insights or fresh new supportive ideas will be better able to make their way in. Allow and accept the silence.

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Customer Experience Tip #1062

Don’t “shortchange” your customers. As you are going through the motions of any customer interaction, simply ask yourself, “Am I being as helpful as I could possibly be right now?”

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Customer Experience Tip #1061

Honor and respect your customers by honoring and respecting their time. Show up early. Begin and end meetings on time. Be prepared. Be ready and willing to give them more time when they need it. Your customers will appreciate you for it and you’ll be giving them something that most others will not.

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Customer Experience Tip #1060

Are you using language with customers that demonstrates how much you trust, respect, and honor the rest of your team? When you make disparaging remarks about coworkers and/or other departments, you are serving no one. When you lift each other up in the way you speak of them, you are serving everyone.

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Customer Experience Tip #1059

“According to Forrester Research, by 2017, 60% of all retail transactions will involve an online interaction at some point along the customer journey. And if these numbers hold true, companies will need to move swiftly to ensure their online experience is nothing short of stellar.”

–Jonah Pransky, Amdocs

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Customer Experience Tip #1058

Don’t shoot the messenger. When a customer provides you with unfavorable feedback, consider that they are often representing a number of others who are equally as affected by a possible flaw in your system or your customer experience. In other words, that person may be sharing something with you that 50 other people would not or could not. You’ll learn nothing from becoming defensive. Instead, be open to the feedback, apologize, and be ready to make adjustments where needed.

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Customer Experience Tip #1057

Look to hire and work with people who are not stuck in their limiting beliefs about business and life. Instead, employ lifelong learners who are ready to be challenged and grow. When it comes to fostering meaningful customer relationships, an evolved and enlightened human being on your front line could be your greatest asset.

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Customer Experience Tip #1056

A bad hire will cost you more than the time, energy, and money invested in their training … it will almost always cost you customer relationships. When it comes to developing a culture of customer experience excellence, it all begins with a thoughtful hiring (and onboarding) process.

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