Training for Customer Service & Leadership Development
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Your ultimate guide to Outstanding Customer Experience
It gives your customers greater confidence with the second person, and to establish that their needs are not just important to you, but to everybody in the organization. Here’s an example of how it might work in a telephone conversation where you are connecting a customer to somebody in a different department:
How you manage customer expectations is a critical component to delivering outstanding customer experiences. When you can meet or exceed someone’s expectations you trigger trust and the belief that you genuinely care about your customers. Unmet expectations, on the other hand, are the most common trigger for “difficult customers” or difficult situations that lead to the need for service recovery.
This is what WOW experiences are all about. This fantastic story about the actions of Publix employee Gilnet Sainvil reaches to the very heart of creating loyalty.
Last month we got not one, but three stories of truly WOW customer experiences. All three of them from a bank — the same bank. This, from my experience, is a customer service unicorn of the highest order.
This year’s Top 10 Customer Service Stories for 2021 is kind of special for us, as it represents a rebound from the previous year where positive stories were few and far between.
“This is the definition of WOW customer service: experiences so unique, customers share them on social media.”
Scolding customers damages relationships; a respectful response to their decisions benefits your long-term business.
There was a study released a few years ago that graphically illustrates the power of a compliment.
If you use a traditional training approach with customer service, it will fail. It will fail to engage participants, it will fail to stimulate adoption of new skills and, most importantly, it will fail to make the kind of sustained difference you’re looking for.
People who are self-absorbed, narcissistic and either oblivious or uncaring about the people around them don’t last very long in a customer service environment