Engineering the Customer Experience
Impeccable Customer Service Tip #771
It’s been reported that callers under 65 years of age prefer a casual demeanor over a formal one, when calling into your company. I’m not suggesting that you put your feet up on the desk, but It might be a good idea to loosen that tie a tad and just be yourself.
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Impeccable Customer Service Tip #770
If you’ve found yourself saying, “Good people are hard to find,” take a close look at your hiring process. Perhaps it could use a refresh.
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Impeccable Customer Service Tip #769
Don’t allow your firm to become thought of as just another company that’s doing nothing more than paying lip service to customer care. Instead, aspire to become the model for it, in — and even outside of — your industry.
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Impeccable Customer Service Tip #768
When e-mailing customers/clients always double-check the recipient box before hitting send.
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Impeccable Customer Service Tip #767
“One of the most powerful drivers of customer delight is simply listening, and responding to complaints and suggestions. A company’s commitment to listen and respond proves that it values its customers and takes care of them – basic requirements for any good relationship.”
–Fred Reichheld, The Ultimate Question 2.0
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Impeccable Customer Service Tip #766
Oftentimes, after a “fix” has been made, the client is left feeling hopeful — at best — that this fix will be a lasting one. So, what level of follow-through is your standard?
Level 1) “I hope this solution works for you.”
Level 2) “Will you call me and let me know how this solution works for you?”
Level 3) “Would it be okay if I call you within the next 48 hours to check in and be sure that this solution worked for you?”
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Impeccable Customer Service Tip #765
Your idea of a remarkable client experience may differ from that of your team. In order to be “on the same page” and delivering with consistency, you must regularly discuss this and share stories that illustrate it.
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Impeccable Customer Service Tip #764
The way you treat your vendors is a sign of the way you might be (at least occasionally) treating your employees and customers. A great service demeanor should not be selective. Instead, aspire to treat everyone with the same patience and kindness.
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Impeccable Customer Service Tip #763
Resist declaring your shortcomings with clients, expecting to be excused for them. You won’t, and this will only make you appear less professional.
The only reason to tell a customer of something that is not your strength is when you’re proposing a solution.
For example, “Since paperwork is not one of my strengths, we’ve just hired a fantastic, organized, exceptionally prompt, detail-oriented person to handle it, so we can deliver the best service for you.”
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Impeccable Customer Service Tip #762
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.”
–Chip Bell
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