Customer Experience Tip #1041

When a customer asks you something and you’re unsure of the answer, it’s always best to just say so. You shouldn’t find yourself dancing around the question. Your customer would rather you be honest about your knowledge limitation than feel like you might be (or later find out you were) winging it.

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Customer Experience Tip #1040

Rapport is not something you can fake or force. If you want to build rapport with a customer, you’ll have to be genuine, caring, others-focused, kind, professional, friendly … and patient. You can’t rush it by coming at them all “buddy-buddy” in the first five minutes. Instead, start by finding commonalities and then give it time; allow it to occur naturally.

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Customer Experience Tip #1039

“Our business is based on repeat customers and word of mouth. There’s a lot of value in building up our brand name and what it stands for. We view the money that we spend on customer service as marketing money that improves our brand.”

–Tony Hsieh, Zappos.com

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Customer Experience Tip #1038

Regardless of their role or department, everyone in your firm should be in the habit of greeting every visitor. Not sure if that visitor was already greeted? Greet them! Better that every team member extend a warm welcome than no one at all. When visitors are made to feel welcome by everyone they encounter, it speaks volumes of your culture.

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Customer Experience Tip #1037

Whenever you tell a customer, “The computer won’t let me.” or “It’s against our policy.” or you simply jump to the “No,” what that customer hears and feels you saying is that, “It’s impossible” — and that’s just ridiculous. We’ve never lived in a time when as much IS possible. Find a way around the computer challenge or just override it. Follow the spirit of your company’s values, rather than the letter of the law when it comes to policy. And instead of jumping to that “No,” find a creative can-do solution-oriented way to say YES!

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Customer Experience Tip #1036

From mobile banking to microwavable foods. From no-questions-asked merchandise returns to drive-thru prescriptions; home grocery delivery and streaming entertainment. And no more keychains full of loyalty cards … there’s an app for that.

We live in an age of convenience and it’s now expected. Are you fostering a culture of customer convenience? If it’s not convenient for customers to do business with you, they’ll find somewhere else to go and someone else to serve them.

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Customer Experience Tip #1035

Always remember that your end-user (your customer) is a human being, and human beings often live challenging and dynamic lives. Behind every face, there is a story and you never quite know what may be going on in that person’s life.

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Customer Experience Tip #1034

“Companies have a bad habit of treating customers like a flakey guy would treat a girl he didn’t care about. Once they have the customer, they don’t want to deal with what it takes to manage that relationship.”

–Blake Morgan, Forbes Contributor

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Customer Experience Tip #1033

Before a job applicant even makes it to the first step of your interview process, they should already know what your company stands for and how you value remarkable customer experiences. They should have already gathered as much from your online presence and — hopefully — the word on the street.

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Customer Experience Tip #1032

Sometimes you’ll be dealing with a customer who has a pessimistic outlook on things. We know that misery loves company, but don’t go there, and don’t be overly optimistic either (that’s off-putting to a pessimist). Simply acknowledge their position and keep the conversation moving forward.

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