Loved this entry by, Young and Successful, about people’s biggest customer service pet
peeves.
Common Pet Peeves:
- Calls dropped while being transferred
- Being transferred in circles trying to find someone who can help
- Sales people irritated they have to speak with you for more than 5 seconds
Customer Service has become too much of a cliché. Let’s be honest rarely do we do business with organizations who have GREAT customer service. Few organizations WOW us! We SHOULD be WOWing the living heck out of every customer! We SHOULD have some sort of customer service training in place.
But do we?
With all the problems we are quick to point out, it poses the question: What are we doing at our own organizations to ensure we are going above and beyond expectations? Are we bad customer service offenders?
Around our office we encourage:
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Hand written thank you notes in hand addressed envelopes
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Engaging with customers, getting to know them on a personal level
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Getting creative with customers to show our appreciation
For example during a customer service program our company was teaching we asked every member of the staff to come up with a creative idea to WOW a customer. One staff member, knowing one of his favorite customer's son was in the military overseas, purchased and hand delivered a military personnel book, and a quick thank you for what he does for our country. The customer began to tear up. You can’t measure the returns on that kind of relationship building.
Next time your in a hurry to get off the phone, or tell a customer no, ask yourself if you would complain about this behavior if the tables were turned? I bet you'll spend a few extra minutes trying to help.
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