Customer Experience Tip #1469

If you represent one particular product or add-on you don’t fully believe in, that’s okay, especially when there are plenty of other products and add-ons you do believe in. But your client deserves to know the truth when asking your opinion. Being honest only adds credibility to your other suggestions and those clients will be far more likely to trust your subsequent guidance.

Customer Experience Tip #1468

When it comes to supporting customers and clients and having them feel taken care of, every employee — regardless of position — should believe: “That’s my job.”

Customer Experience Tip #1467

That client may be leaving you and perhaps they’ll return one day … or not. Perhaps you’d like to have them back … or not. Either way, take the high road by wishing them well as they exit the relationship.

Customer Experience Tip #1466

“Bigger isn’t better. Better is better. When you lead a team that’s genuinely focused on better [customer experiences], bigger naturally comes along for the ride. In other words, bigger should be the result of better.” -Craig Strent, CEO of Apex Home Loans

Customer Experience Tip #1465

Without any visual cues, the person on the other end of the phone can only surmise your energy and mood based on your voice tone. Are you smiling and demonstrating patience in your tone … or is your tone implying that you’re rushed and/or annoyed?

Customer Experience Tip #1464

Customers would like to feel that you’re glad they called. Is that coming through in your voice? …are you sure?

Customer Experience Tip #1463

What’s the best way to surround yourself with people who are committed to delivering remarkable customer experiences? Hire only those who are kind souls and born to serve.

Customer Experience Tip #1462

It’s silly to expect customers to anticipate their own needs. You must do that FOR them. Make it your goal to have them feel as if you’ve thought of everything.

Customer Experience Tip #1461

“We just want people to look forward to their next visit. That’s what really matters.” Elon Musk

Customer Experience Tip #1460

When a customer points out an error you’ve made, apologize for the error. Don’t hesitate, don’t pass the blame, don’t gloss over it, don’t ignore it, and don’t get frustrated. Just own it. It’s unsettling to that customer when you don’t own it and apologize.