Customer Experience Tip #996
Instead of saying, “No problem,” try saying, “You got it,” “Sure thing,” “My pleasure,” or something else that moves away from problems and instead implies your can-do attitude and approach.
Engineering the Customer Experience
Customer Experience Tip #996
Instead of saying, “No problem,” try saying, “You got it,” “Sure thing,” “My pleasure,” or something else that moves away from problems and instead implies your can-do attitude and approach.
Customer Experience Tip #995
Root for your customers and let them know you’re doing so. They should never be made to feel that it’s them on one side and you on the other. Instead, your customers should sense that you’re alongside them for the journey.
Customer Experience Tip #994
“When people go to work they shouldn’t have to leave their hearts at home.”
–Betty Bender
Customer Experience Tip #993
Whether verbalized or implied, “That’s not my job” is never an acceptable stance. See what you can do to help. If an issue requires escalation, see it through and circle back with that customer. Transferring them to another party and hoping for the best just isn’t enough.
Customer Experience Tip #992
Let go of the one-size-fits-all pre-populated closing line (i.e., Thank you, Warmly, Regards, Sincerely, etc.), and switch to the best fit for each situation instead. It’s a 5-second (worthwhile) investment that demonstrates personalization to that recipient.
Customer Experience Tip #991
It’s sometimes acceptable to give ranges — early on — when discussing timing or pricing. But as soon as you reach that point of knowing more, anticipate their desire to know more by narrowing that range for the customer (remembering to under promise and over deliver).
Customer Experience Tip #990
Before adopting that next hi-tech thing, look at how it might affect your customer experience. If it’s not enhancing or complementing their experience, it may not be the right move.
Customer Experience Tip #989
“The customer experience, as perceived by consumers, is ultimately about the value they receive. Such value is the net summation of all interactions across the consumer lifecycle.”
–Brian Kotlyar, Sprnklr
Customer Experience Tip #988
We talk a lot about under promising and over delivering. Even when a customer says, “No rush,” don’t let that serve as permission to back-burner the request. That’s what everyone does. (That’s what your competition is doing.) Instead, make it a priority and get it to them quickly.
Customer Experience Tip #987
You can disagree without being disagreeable. Instead of saying, “I think you’re wrong,” consider saying, “While I see your point, one could argue that…”
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