Wacky Ways

What wacky thing can I do today to make your day amazing?

When I’m not writing, I’m working. I have been in customer service for 25 years. I did the A-Z’s of customer service as a theme a couple years ago. One thing about customer service is there is always opportunity to learn how to do it better. It is ever changing. The room for improvement is never ending. If you have ever dealt with customer service on either side, I’m sure you will agree with me.

Sometimes after dealing with customers for so long, customer service representatives grow weary and complacent to just do what has to be done. That’s sad because the customer usually leaves satisfied, but not dazzled. They got want they wanted but it was mediocre at best.

You would be amazed how easy it is to make someone’s day by going over and above. Start by asking the customer “How can I make your day amazing?” Right away the customer knows you are there to help them and you want to help them. First impression means a lot because it creates an expectation of things to come.

Listen to the reason the customer contacted the customer service department. In most cases it’s a problem. Customer service people don’t get a lot of “Oh I just wanted to let you know how great your company is”. Once in a while we get those, but those are few and far between. Listen before responding.

Make sure you have all the details before you tell the customer what you can do. A lot of times customers will hold back with their issues and see how much they can get, and then they will add they had something else wrong. Make sure the customer has given you every detail of their issue before you try to make things right.

Most companies set up policies of what can be done to make the customer happy. There is a minimum and a maximum to close the sale. I know it is sad to say, but if you are in customer service you know it’s true … customer service people have the power to make or break a day.

If you have the power, you have opportunities to make that customer experience something that will go far with your company.  The company has researched this and they have set standards in place. You have power. A lot of customer service people think they are saving the company money by offering just what the customer is asking for instead of what the company has given them the capacity to offer.

Instead of giving the standard, go over and above. Give the high-end of the company policy scale. You are not in customer service to save the company money. You are there to make the customer happy.  You want that customer to come back to the company over and over again. That’s why the company has those policies in place. That’s why they hired you. Go over and above, impress the customer with unexpected service. The customer might forget what their issue was that they had with the company, but if you dazzle them, they will never forget how you made them feel.

I think this is the downfall of customer service. Too many people in the position take it personally, as if it’s their money they are handing out or they have an opinion on a stand. Just because you work for a company doesn’t mean you subscribe to their views or their stand on politics or religion or whatever the case may be. You are in the position to satisfy the customer and make the customer happy. Why not go over and above and give that customer service like they have never had before? MAKE THE CUSTOMER HAPPY.

What wacky thing can I do today to make your day amazing?

 

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One thought on “Wacky Ways

  1. People think of customer service as mostly in retail but I’ve had to use customer service skills in my former life as a medical office manager/receptionist. Not always easy to please people who are crabby because they are sick but most of the time I managed. Nicely done post.

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