Impeccable Customer Service Tip #382

Regardless of how “obviously wrong” that last customer was, venting to — or in the presence of — another customer is entirely unprofessional. It’s best to brush it off and take the high road.

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Impeccable Customer Service Tip #381

Here’s a great conversation starter designed to: 1) get your team’s “customer experience wheels” turning, and; 2) begin to gauge the customer service aptitude of your staff.

The next time you meet as a group, ask, “In your opinion, what key factors are helping to shape the customer experience here?”

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Impeccable Customer Service Tip #380

“Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions.”

-Betsy Sanders

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Impeccable Customer Service Tip #379

Although you may be telling a customer the exact same thing you’ve repeated to the hundred customers before her, remember that it’s her first time hearing it. Be as kind and patient with customer #100 as you are with customer #1.

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Impeccable Customer Service Tip #378

There are many advantages to communicating with clients via phone, rather than e-mail. That said, you might use e-mail to find a mutually convenient time to schedule the call.

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Impeccable Customer Service Tip #377

Gather your front-line employees together — perhaps over lunch — and ask, “What questions are customers asking the most?” Together, create ideal responses to those FAQs (frequently asked questions) that are designed to give your employees more confidence while WOWing your customers and clients.

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Impeccable Customer Service Tip #376

Need help smiling before dialing? Try saying, “Heeeeeeeee-yaaaaaaah” before that next call. This fun approach will stretch out the corners of your mouth while (obviously) causing you to laugh at yourself. It really works! Remember, a smile can be heard — and felt — on the other end of the phone.

Impeccable Customer Service Tip #375

“Excellent firms don’t believe in excellence – only in constant improvement and constant change.”

-Tom Peters

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Impeccable Customer Service Tip #374

Be kind and generous with your customers because you want to be and because you believe it’s the right thing to do, not because you “have to” or “should.” They can tell the difference.

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Impeccable Customer Service Tip #373

No news isn’t necessarily good news when it comes to your customers’ experience. A very small percentage of your dissatisfied customers are going to let you know how they feel (about 4%). There are 2 key survey questions you should be asking every customer. Call me at 202-556-3235 and I’ll gladly share them with you.

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