Archive for the ‘Customer Service’ Category

When the Answer is Always “Now”

Monday, January 24th, 2022
 

How could I create a ‘wow’ experience here?

What if you thought about every encounter with the customer as a chance to create a “wow” encounter?

Let’s face it, you’re either going to have a “wow” encounter or an unwow one. It’s never a neutral event. So we need to constantly ask ourselves, “How could I create a ‘wow’ experience here?”

Now as we’re thinking about “wow” experiences, we can’t forget the internal customers—you know, those who are working within our organization and who need to support those outside of our organization (AKA the customer). These internal customers need to have “wow” experiences as well.

So whether you’re an internal customer service person or an external customer service person, think about the “wow” encounter and never forget what Guy Kawasaki talked about, “No matter when your supervisor asks for something, the answer is always ‘now.’”

When they’re asking for something to be done, make sure to prioritize what they need because they probably have an outcome and a customer experience that they need to create. AND them having to wait means that they cannot create that “wow” experience for their customer!

Always approach every encounter with every person that you work with—including your customers—as the potential to create a “Wow, That was amazing!” type of experience.

What if you started approaching it that way today?

– Roxanne Emmerich


The Secret to Great Customer Experience

Monday, April 27th, 2020

What if you could see every customer as a way to uniquely express service by raising the bar from the last customer that you impacted? Hmm, that’d be interesting, wouldn’t it?

Instead of just having the same level of customer service, challenge yourself to outdo yourself. You “plus one” it—you see another opportunity. You think and you look in their eyes and you say: “How can I make this person’s life so much better?” It’s one of the best ways to love your job.

Creatively expressing yourself and getting better in a way that impacts other human beings—what could be more fun? The next customer you see, open your eyes up wide and look for opportunities to take it to the next level.

Customer Focus

Monday, November 20th, 2017

 

 

As organizations grow, one of the things that’s rather a predictable pattern is that focus on the customer dwindles. Now, here’s the problem: the company is about the customer. It’s always about the customer. Where does revenue come from? The customer.

Be leery of all the temptations to have meetings about meetings, and have projects that lose customer focus, and conversations that aren’t about the customer. The fastest way to really create an organization that, not only is rocking the numbers but also rocking the feeling of purpose, is to get back about how do we delight customers every single day. And just wait to see how you feel as a result of that input.

Wow Customer Service

Monday, October 16th, 2017

 

 

What if every customer who walked in the door said, “Wow! This is crazy great! Who are these people?”

Well, you know what? You can have that. But you’re going to need to focus on not just good customer service, not just consistent customer service, because you have to have both of these, but you also need to have some “wow” customer experiences that you create for them. Those few experiences where when they are in connection with you that they go “wow” and they want to go back and tell their friends.

The old world of marketing used to work this way. People used to say, “Who put the shoe on your horse?” They did a good job and so everyone would go to Joe who put shoes on the horse because they heard he did a good job. Then, advertising came along.

Guess what? Now, we’re back to tribal stories. People talking about talk-able experiences. And the only thing they’ll talk about is not just good customer service, but blow-your-mind, “oh my gosh, you wouldn’t believe these people” customer service.

How can you create several of those experiences for your customers every day so that you know as they walk out the door, they are thinking, “Who are these people?”

Internal customer service

Thursday, November 17th, 2016

When most people picture a customer, they naturally think of the person who buys a company’s products and services. Making that person’s life better and easier is a great way to think of customer service.

But what about internal customer service—the way employees interact with and support others in the company? The best companies make sure their internal customer service is on par with their external customer service.

Suppose you work in IT and somebody’s computer is down. Now they can’t deliver great external service. You might make it your own goal that “No one will be down more than one hour.” Internal service supports external service.

Internal customer service also sets the tone for employee engagement. Each phone call from a colleague should be answered with the same courteous, “How may I help you?” language and tone that external customers receive.

This also has a huge impact on employee engagement. We are the face of the company to each other. If we see a cold and uncaring face when we interact with other employees, we will each naturally come to see the company itself as cold and uncaring. It’s hard to stay engaged in your work when you see your company in that unflattering light.

Engagement is tied directly to productivity, of course, so It’s not just a matter of being “nice.” Upping your internal customer service game can make the difference between a company that founders on the rocks and smooth sailing.