Customer service quality is a two-way street. When customers set themselves up for an enjoyable experience, they often get it. Doing so is easier than many realize, too. I was inspired to try an experiment in obtaining customer service quality thanks to an unusual electronic exchange I was privy to. An e-mail arrived with a
A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? I’ve got many answers to this loaded question. These three pack a punch: First, captive customers may have no choice about whether or not
When you want to improve customer satisfaction, there isn’t a magic formula for getting the job done. Managers often ask me how to find staff with that “X factor” for great customer service. I say stop looking for the X factor. Create it! If you want to improve customer satisfaction, you need to create your
When you provide your clients with something extra and completely unexpected, the rewards can be fantastic. It’s the small gestures that can really improve customer experience and make your company’s star shine. A truly fantastic example of how to improve customer experience through little gestures comes from one of my students. Carole is a full-time
Have you ever referred a customer somewhere else because you knew they could get a better deal? Sounds crazy, but makes good business sense and will help you improve customer loyalty in the long run. I conducted full-day workshops on “Achieving Superior Service” in two cities in the Middle East. The organizer in one city
Sometimes the best customer service education lessons come from service providers who do all the right things at the right times and in the right ways. One such lesson came to me during a taxi ride. This was no ordinary ride, however. I had an amazing experience in a brand-new, all-white Mercedes taxi. But it
It is perfectly acceptable for businesses to measure customer value and respond accordingly with extra services for those who stack up. A great example of a fantastic response to a measure of customer value comes from the grocery industry. Remember the last time you were in a supermarket approaching check-out? Remember the fast-moving line marked
Sometimes it’s the little gestures that make a huge difference in customer service quality. Going above and beyond to help people out on a “rainy day,” for example can make your company shine. A great example of customer service quality in action comes from the retail world. At IKEA the furniture store, oversized umbrellas sit
People often ask, “What level of service should we strive to provide? Should we give ‘Unbelievable!’ service if our customers are not willing to pay for it?” My answer is definitely no! You can measure customer service needs to set a reasonable level to provide. Don’t go to the moon on service if your business
The extra mile doesn’t have to cost an extra dollar for your customer or your company. But going the extra mile can create priceless memories for your customers, goodwill for your company and a fountain of good feelings for you. When you improve customer experience everyone wins. At the historic Raffles Hotel in Singapore, each
