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Customer Service: Your Customers Will Rave to Their Friends When You Use This Strategy

April 18, 2012 | Comments: 0 | Views: 168

In our fast-paced world, customer service seems to be a lost art. With smarter consumers, a plethora of products to choose from, and the amount of advertising we are subjected to on a daily basis, perceptions are easily changed.

It's surprising that many corporations have lost sight that the customer is the most important ingredient in their formula for business success. After all, without customers, you don't have a business.

As a workplace leader, you are responsible for customer service.

  • What do your customers expect from you?
  • How can you exceed those expectations?
  • Are there ways in which customer service at your company can be improved?

In a minute I'll tell you one of the most effective customer service strategies, but first, here's a customer service story.

An Uncommon Story

Fortunately, for our heroine in the following story, her local grocery store still understands how important customers are.....

Margaret is standing in the long line at the new supermarket, disappointed that she couldn't find her favorite snack. It was the whole reason she came in here in the first place.

As she reaches the cashier, she leaves her mp3 player on. These days she no longer bothers to remove her ear-buds. What for? Her experience has taught her that cashiers never look up anyway. They don't even talk to you anymore. But, the cashier surprises her by looking up.

"How are you today?" the cashier asks with a broad smile.

Margaret feels her spirit lighten as she smiles back. "Good," she replies and finds she actually means it. "How are you?" she automatically returns.

"I'm having a great day, thanks! Did you find everything you needed?"

"Actually, no - it seems you are out of (fill in the blank.)"

"That can't be right, we just got a shipment in. Let me get the manager."

Not wanting to cause a scene or extend her stay at the store any longer, she quickly says, "Oh no. That's quite alright. It's not that important."

Too, late. The manager is instantly in front of her and says,

"We have that item, but it hasn't been stocked yet. I'll bring it to you right now. Is that ok?"

The waiting customer, pleased to be asked, says, "Sure. I don't mind."

Before she knows it, Margaret has her item, and, as if that wasn't enough, the manager says he is giving it to her for free because she had to be inconvenienced.

Wow. That manager didn't have to do that, but he went the extra mile, and she can't believe it. She actually felt like she mattered. She will definitely be a customer for life.

The employee's bright attitude, helpful manner, and willingness to go the extra mile exceeded Margaret's expectations.

Because of the store's awesome customer service, she was amazed, and her perception of the store skyrocketed.

She Became a Raving Fan

The good news for companies is that when the Margarets-of-the-world have these great customer service experiences they will tell her friends about it. They will email them, post them on Facebook, and Twitter about them, and then even better, everyone they tell can also tell their friends.

Have Fun While Going the Extra Mile

Motivating your employees to create an outstanding customer service experience is a leadership skill you can learn.

Since going the extra mile is one of the most effective customer service skills, have a contest at work for the most impressive or creative customer service. Have employees submit their experiences and award prizes. Get your employees excited about getting customers excited.

Your employees will have fun, the customers will have fun, and as a bonus, you will be noticed as a highly effective leader.

Q. How effective are you as a workplace leader?

Find out by taking our free leadership quiz. It will reveal how you are doing in several essential workplace leadership skills. It will also help you improve employee attitudes, skills, and productivity.

Get instant access to your free Leadership Quiz at:

How happy are your employees? Find out with our free Employee Morale Assessment. I also invite you to get this useful tool at:

Copyright: Written by Harriet Meyerson, president of The Confidence Center. You may print this article in your newsletter, magazine, or web site as long as you include the resource information.

Source: EzineArticles
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Customer Service


Good Customer Service


Leadership Skills


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