Impeccable Customer Service Tip #787

“Apologizing doesn’t always mean you are wrong and the [customer] is right. It just means you value your relationship more than your ego.” –Unknown

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Impeccable Customer Service Tip #786

Your company’s FAQs may be in writing on some document, on your web site, or on a wall sign in your office, but that never means it’s acceptable to simply point to them or get annoyed because your customer didn’t already know something. When a question comes out of your customer’s mouth, answer it with yours, and do so kindly.

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Impeccable Customer Service Tip #785

Slow down when explaining things to your customers & clients. This may be your thousandth time saying it, but just remember, it’s their first time hearing it.

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Impeccable Customer Service Tip #784

While many product and service providers have traditionally relied on the guidance of the Golden Rule (Do unto others as you’d have done unto you; Treat others as you’d like to be treated), a personalized customer experience actually requires delivery of the Platinum Rule: Do unto others as they’d have you do unto them.

See the difference? Get to know your clients and deliver an experience that is tailored to them.

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Impeccable Customer Service Tip #783

Upon receiving an e-mail attachment from a client (i.e., completed forms, images, documents, files, etc.), send a quick note just confirming receipt. They’ll appreciate you for it.

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Impeccable Customer Service Tip #782

“For us, our most important stakeholder is not our stockholders, it is our customers. We’re in business to serve the needs and desires of our core customer base.”

–John Mackey

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Impeccable Customer Service Tip #781

When there’s perceived trouble in the customer experience, the very first and most important step — even before jumping into service recovery mode — is to listen. Your customers & clients have a deep human need to feel heard and understood.

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Impeccable Customer Service Tip #780

Are you finding it difficult to engage when someone has placed you on their speakerphone? Just ask, “Can you hear me alright?” 9 times out of 10, they’ll pick up the handset and say, “Is this better?” Oh, and try to avoid ever placing your clients on speakerphone.

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Impeccable Customer Service Tip #779

Sometimes, by asking shorter and somewhat ambiguous questions of your clients, you can elicit rich stories and valuable intel. For example, during employee one-on-ones I like to simply ask, “What works here?”

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Impeccable Customer Service Tip #778

After creating a paper form designed for customers to complete, try to complete it yourself (Or, better yet, have a friend from outside of your industry walk through it as the customer.)

• Does it make sense?
• Are they likely to have all the answers at hand?
• Is there enough space for the information you’ve requested?
• Is this something they can complete in advance; on their own time?
• Is there anything you can eliminate from the form, to make it shorter?
• Can you offer it online to view, complete, print, or submit?

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