By Kristin Anderson, Ron Zemke
This article goals to coach the reader the foundations of fine customer support. This version is up to date, and has new sections on: email, cellphone tact, voice mail, persistent complainers, carrier restoration, challenge fixing, and coping with the "customer from hell".
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Extra resources for Delivering Knock Your Socks Off Service
Don't come back. The purpose of serving customers well is to convince them to come back again and again. The easiest way to discourage that is to make it clear in words or actions that they're an inconvenience in your day you'd just as soon be rid of once and for all. Thanking customers for their patronage and loyalty builds a relationship that can grow and mature. 9. I'm right and you're wrong. One of the easiest (and most human) traps to fall into is arguing with a customer over Page 38 something that really is more a point of personal pride or pique than professional service.
The way you take care of the person ahead of them in line. All these impressions add up to say, I know what you need. I can take care of that for you. Reliable service, delivered quickly and confidently, by knowledgeable, courteous peoplewhat more could your customers want? I always wanted to fully understand the situation before I made a commitment. If finally dawned on me that my customer needs the reassurance of my commitment, before he'll give me time to understand the problem. Customer service representative SemiConductor Manufacturing Company Page 23 6 Knock Your Socks Off Service Is: Empathetic.
Delivering Knock Your Socks Off Service means creating a memorable experience for every customer. It means meeting expectations and satisfying needsand in such a way that you're seen as easy to do business with. The customer who experiences all that will be your customer again and again. When you deliver Knock Your Socks Off Service, everybody wins: Your customer, your company, and you. Page 3 1 The Only Unbreakable Rule: To the Customer, You Are the Company Customer relations is an integral part of your jobnot an extension of it.