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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.
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.
Chocolates on Your Pillow
A piece of chocolate on your pillow at a hotel seems like a tiny gesture, but it’s the little things that leave a big impression. Show your customers how much you care with the following thoughtful freebies.