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Creative Customer Service – How Far Will You Go to Wow a Customer?
A large part of customer service success is creating a seamless experience. Customer needs are anticipated; systems are in place; employees are trained. The company runs like a well-oiled machine. But what happens when the unexpected happens? Customers have an “unusual” request or they simply don’t know the rules of the system? The unexpected, I suggest, provides the opportunity to stretch the system, improve the system, or even forget the system and Wow a customer. I arrived late at a hotel in Cambridge, MA the night before an 8 am training, dressed for the cold weather in brown boots and heavy trousers. When I got to my room I unpacked my lovely, gray suit only to discover that I had left my black heels at home. I looked down at my feet and had to admit the brown boots were not even an option.
Customer Service Skills Mean Everything in Business
Professionalism is one of the most important customer service skills. Being able to speak to people without becoming too familiar and maintaining a level of professionalism is considered a key component of taking care of the customer because the customer service representative is the face of the business. Often times one a person calls into customer service they have a problem and may not be in a very good mood, a good representative will use professionalism to avoid any blow ups or irrational confrontation. Diligence is another key to taking care of the customer. A representative must be diligent in noting the records as well as taking care of the customer themselves. It will irritate a customer if they have to call back and the previous call has not been noted.
Customers ARE Your Business
Yet, few businesses devote much attention, time or money to keeping customers. They spend tremendous amounts on advertising to attract new customers, but let the old ones slip away faster than the new ones come in. This seems like a foolish way to spend money unnecessarily.