Impeccable Customer Service Tip #740

How customer-centric is your web site? Is it all about them … or all about you?

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Impeccable Customer Service Tip #739

Your clients are likely feeling over-surveyed these days. How is your survey going to be different? How will you maximize the number of people who respond? How will you prove to those participating that you’re actually doing something with their feedback? How often should you be surveying them?

If you can’t answer all of these questions, then you shouldn’t send that survey. Instead, consider contacting me for assistance.

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Impeccable Customer Service Tip #738

If you’re not discussing and formalizing your customers’ experience, then it’s not fair (nor is it likely) to expect consistency from your team.

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Impeccable Customer Service Tip #737

“If you’re not serving the customer, your job is to be serving someone who is.”

–Jan Carlzon

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Impeccable Customer Service Tip #736

In the customer’s experience, getting it right the first time doesn’t necessarily warrant a WOW feeling, but the alternative usually leaves customers feeling disappointed … at best.

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Impeccable Customer Service Tip #735

The term “Customer Service” is beginning to conjure up thoughts of a narrow and outdated mindset that is now being trumped by the more holistic and creative approach known as, “Customer Experience.”

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Impeccable Customer Service Tip #734

Indifference is no better than negativity. Both are the enemy of a positive and meaningful customer experience. Both create a palpable divide between employee and customer.

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Impeccable Customer Service Tip #733

Always answer the phone with a genuine smile in your voice. You may be making your very first impression (of yourself and/or your company) to that caller. A happy demeanor will let them know who they’re dealing with.

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Impeccable Customer Service Tip #732

“Zappos uses call center technology to track average call time per agent. But the goal isn’t to reduce this average… It’s more important that we make an emotional connection with the customer, rather than just quickly getting them off the phone.”

–Tony Hsieh, Zappos.com

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Impeccable Customer Service Tip #731

When you don’t know the answer to a customer’s question, it’s okay. Just say so. Don’t waste time (and credibility) dancing around the question. Instead, say, “I don’t know, but if that’s important to you, I can find out.”

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