Customer Experience Tip #1619

When it comes to guiding your customers and clients on choices, it’s OK to share your own personal preferences and how those might be relevant to them … but … be careful not to overdo it. #ItsNotAboutYou

Customer Experience Tip #1618

As soon as you discover that you’re not “singing from the same sheet of music” as the other party (i.e., misinterpreted e-mail communication), choose another “instrument” (i.e. the phone).

Customer Experience Tip #1617

If you believe you might be late for a client meeting, demonstrate the courtesy and respect to give them ample notice … instead of causing yourself stress and speeding unsafely toward that meeting on nothing more than a hope & wish that you’ll make it there on time. #Transparency #Planning

Customer Experience Tip #1616

Never cup your hand over the telephone mouthpiece when on the line with a customer. Either move the phone aside enough that the caller can hear you working for them, or ask their permission to be put on a brief hold. #Courtesy

Customer Experience Tip #1615

“As more and more consumer-firm conversation moves online or to other text-based media, the importance of utilizing language properly is greater than ever.” –Harvard Business Review

Customer Experience Tip #1614

Loyal long-term clients are noticing what you’re doing/offering to attract new clients. #SpreadTheLove #HonorTheirLoyalty

Customer Experience Tip #1613

If you’re telling a customer or client that you’re happy to assist them — in whatever positive phrasing you prefer — your body language (including your facial expression) must also reflect your willingness to serve. Without this word/body congruence, the other party will likely feel a lack of genuine commitment and support. #CantFakeIt

Customer Experience Tip #1612

Remember to let your team know what they’re doing well in the eyes of your customers and appreciate them for it. You might just get more of “that.” #PositiveReinforcement

Customer Experience Tip #1611

If you’re going to ask your customers and clients how their experience was, be prepared for their answers. Be open to anything you might learn. Be prepared to acknowledge your team for their strengths. And be prepared to make improvements and coach your staff when/where necessary.

Customer Experience Tip #1610

“Speak as an individual, not part of a team … saying ‘How can I help you?’ outperforms ‘How can we help you?’). For one company, an analysis of over a thousand email interactions with customers found that switching to first person singular pronouns could lead to a potential sales increase of over 7%.” –Harvard Business Review