On the 12th day of Christmas my true love gave to me… A truly Memorable Last Impression What’s the very last thing your customers see, hear, smell, taste or feel as they leave. What will your customers remember most about doing business with you as they drive off into the sunset? Whatever happens in the […]
On the 11th day of Christmas my true love sent to me A totally unexpected little extra Delivering what you’ve promised is a given. But giving Little Unexpected Extras goes beyond that. It doesn’t have to be massive – going the extra mile is good, but just going the extra inch or two can make […]
On the 10th day of Christmas my true love sent to me… A problem solved Solve your customers’ problems as an opportunity to add value. Be proactive and be one step ahead of your customers by offering them things they want. This involves listening and responding, but also imaging what else either complements what you […]
On the ninth day of Christmas my true love sent to me A Trained and Trusted Team Nothing frustrates a customer more than being told by a member of staff that they don’t have the authority to make a decision or approve a simple request. Even more so when the only person who can […]
On the eighth day of Christmas my true love sent to me Some spare time! Anything that saves your customer time will add value. If people have to queue, make this as painless as possible. Can they be doing other things whilst queuing which will save time once they get served – filling out forms, […]
On the seventh day of Christmas my true love sent to me A system! Is your business like the seven Swans are swimming, all serene on the surface, but chaos behind the scenes? To deliver the same consistent level of great customer service and customer experience you have to have systems in place, otherwise no […]
On the sixth day of Christmas my true love sent to me A flawless customer experience See things through your customers’ eyes Take a step from behind your desk, counter, office, or wherever you use as your base to conduct business and take a look from your customers’ perspective. At every step….. Think about every […]
On the fifth day of Christmas my true love sent to me… five gold keys to 5 star service I believe there are five things that make up 5 star service: Defining and sharing your customer service values Define the type of experience you want your customers to have and work backwards. Ask yourself what […]
On the fourth day Christmas my true love sent to me… A story Everyone loves a good story, you just need to read the pages of Hello magazine, or even our own trade press to see that we like to hear about what goes on in people’s lives behind the scenes, and get a feel […]
On the third day of Christmas my true love sent to me Something different! One of the easiest ways to stand out and differentiate yourself in a crowded market is through your customer service and the experience you give your customers. I always think it’s a good idea to start by defining the type of […]
Why Customer Service Training Fails … and How to Ensure Yours Doesn’t!
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“The 7 Costly Mistakes Businesses Unwittingly Make So Their Customer Service Training Fails... and How to Avoid Them”