Customer Service

Getting feedback from your customers about their experience with you and your business is incredibly valuable. But it only works if you actually get people to complete your survey! So what can you do to ensure that the most people are willing to respond and give you that honest feedback you need? The two most…

The phrase “smile and dial” has existed in the sales and customer service profession since the advent of the telephone. Yet despite this longevity, what ought to be common practice isn’t! Surprisingly, there are many sales and customer service professionals who either haven’t heard of this foundational approach to telephone etiquette or, worse, there are…

Have you ever run into a company policy that just didn’t make sense to you as a customer? One that drove you nuts with its ridiculousness? Well, make sure that’s not your company! A customer experience that fails the common sense test is going to create a moment of misery for your customer, but can…

People reach out to a customer service department because they need help, or they have a question, or they want to make a complaint. In those situations, it’s important to deliver an amazing experience to all of those customers—not just some. But too many companies are setting up systems that offer minimal support unless you’re…

Giving away something of value for free can be one of the most effective ways to provide great customer service. The cost of the item or service that you give away can be small for you—really small—but the customer on the receiving end may see it as very valuable. A restaurant owner might occasionally buy…

The holidays are meant to be a time of joy, but for many businesses and customers, it’s a time of great stress. Crowds, traffic, and time crunches pile atop one another to create stress for customers, who might take it out on your employees. So how you can and your team handle this busy season—and…

Paying attention to small details can be what makes the difference between a great service experience and a mediocre one. When you observe your customers and pick up on the subtle cues and messages—both words and body language, things said and things unsaid—you can take advantage of the moment to deliver a better customer experience.…

When you and your team have direct interaction with customers, don’t just settle for answering questions and managing complaints. Instead, validate the customer’s decision to do business with you in the first place. What does that entail? Yes, you do have to answer questions and manage complaints, but also take the time to make suggestions,…

I’ve often noted that changing vocabulary can help shift an attitude and even a company’s culture. But some companies have taken it to the next level, and are inventing words that emphasize who they are to their customers. Think Southwest Airlines and “Transfarency.” Or Volkswagen’s “fahrvergnugen.” If you’re looking for the perfect word to describe…

When you practice something day after day, and it becomes natural, then it has become a habit. That can be a good thing—or it can be a bad thing. Customer service naturally becomes a habit, which means that bad customer service can become a habit, too—and one that you need to avoid! Delivering amazing customer…