The March 2017 HNI forum this morning was charged, as Geoff was facilitating the thinktank of customer experience and its importance in growing your business.
Only 6 places available until group is at capacity!
The team came up with the following Do’s and Dont’s of Customer Service…..
Do’s
- Set expectations – Preframe what’s going to happen
- Systemise and document processes
- Gratitude
- Trust
- Relationship is key – making your customer feel needed – make customer feel important – know their name, family, needs and wants. Be warm, Making it an awesome experience , obsess on the little things, be nice, don’t make customer feel that they are just a number services by a machine
- Think outside the box – find different solutions
- Take responsibility – own the problem until it is solved
- 24/7 service
- Be accessible
- Regular contact – frequency is good
- Demonstrate value upfront
- Human to human -is important but automate well
- Don’t avoid complaints – tackling it – a well handled complaint – a force for your business
- Have a partnership approach to business – not a transactional approach
- Provide a WOW service
- Underpromise and Overdeliver
Don’ts
- Over promise under deliver – be true to your world
- Lack of follow up
- Lack of respect
- Be late
- Be arrogant
- Take too long
- Be smartest person in room
To join as a guest at the next event gobto http://ift.tt/2d9EMOY
