Customer Experience Tip #919

Are you typing while on the phone with a customer? To the customer hearing those keys tapping away, this is often distracting or even disruptive and inconsiderate — it may appear to them as if you’re doing something non-related and/or not really listening. If you’re taking notes about what they’re sharing, then say so. Also, consider purchasing a silent keyboard or just staying away from those (distracting) keys altogether.

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Customer Experience Tip #918

“In a situation where things don’t go your way, you have two options: 1) Take the high road; or 2) Be nasty. Ask yourself, what outcome am I hoping to accomplish?”

–Ian Altman, Forbes Contributor and Bestselling Author

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Customer Experience Tip #917

If there is any sort of redundancy in the customer phone calls you regularly make, it might be challenging to sound fresh and unscripted each time. After about every 5 calls, get up, move around, chat briefly with an officemate … then return to those calls.

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Customer Experience Tip #916

How are you treating the vendors that visit your office? If you’re committed to remarkable experiences, that includes everyone; it’s not a selective practice, rather it’s who you’ve chosen to be. You never know, that vendor could be so impressed by your culture that they eventually become a client and/or referral source … and/or employee of your firm. Stranger things have happened.

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Customer Experience Tip #915

Once you’ve been referred a new client, immediately thank the referrer. In other words, don’t wait until you’ve actually connected with the referred party to acknowledge the person who (thoughtfully and generously) connected you.

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Customer Experience Tip #914

It’s important to have healthy — even fun — relationships with your co-workers, just never at the expense of the customer — the one who’s standing right there (waiting for you to acknowledge him/her), or the one who’s trying to get their call through to you while you allow it to ring too many times.

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Customer Experience Tip #913

“After your Customers deal with you, they then interact with other businesses. They finish their errands, go to the dry cleaner, do shopping and make a few other calls to totally different businesses. All day long Customers are hearing “no,” “it is not our policy,” “too late,” “hold please,” etc. What you want is for your Customers, when dealing with any other business, to feel like Dorothy from the Wizard of Oz –clicking her heels and saying, “I wish everyone else treated me as well as (your company).” –John DiJulius, Author

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Customer Experience Tip #912

Inbound/outbound calls are all the same with regard to mental state and related impressions. Smile before you pick up that phone. You’ll immediately notice that it’s a game-changer for them … and for you.

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Customer Experience Tip #911

Your job may involve looking at a computer screen. But when you’re engaged with a customer (or even a co-worker), be sure to look up from your screen and acknowledge the other human being standing right there with you; make eye contact, smile, engage.

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Customer Experience Tip #910

If you spend a lot of your time seated while on the phone, you’re likely to lose some creativity and emotion; even a bit of your positive attitude. Do yourself a favor and walk around frequently, perhaps every 15 to 30 minutes. Motion creates e-motion, creativity … and positivity.

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