Tiny Customer Service Details that Make an Enormous Difference
Posted by Meredith Estep on Thu, Dec 22, 2011 @ 11:12 AM
When it comes to truly outstanding customer service, the smallest details make all the difference. Companies looking for big ways to stand apart from the competition may miss the boat if they let the smaller features of their service slip away unnoticed. Consider the following details listed here to see why thinking small can pay off big when it comes to your customer’s overall experience with your company.
The Greeting
The details begin the minute your customer walks through the door of your business or calls you on the phone. What does she get? Is she met with a courteous greeting and an offer of help? Or does she wait in a long line, or on extended hold over the phone line, before she ever hears a human voice? Greetings are the first impression your customer receives from your customer support staff, so make it count. If you can greet the customer by name, so much the better.
The Focus
Where is the focus of your customer service team? Is it on how to make their jobs easier and faster, or is it about making the experience as convenient as possible for the customer? Every encounter with a customer, whether in person, on the phone or online, should be handled with the customer in mind, first and foremost. Any small effort a CSR can do to take some of the work off the customer is nearly always appreciated.
The Follow-Up
Small details in the follow-up go a long way to more effective customer retention. For example, periodic email alerts notifying customers of special promotions or events can maintain interest in your products and services. A handwritten thank you note after a first encounter with a customer only takes a few minutes, but the rewards of such a small, personal touch can be far-reaching for your business.
The Unexpected
While meeting customer needs is the first step, exceeding them with unexpected, small touches is truly memorable. For example, if a customer comes in asking where an item is located, take the customer to the item, rather than simply directing him from the front of the business. Take an extra step whenever you can when waiting on customers, and you will quickly surpass the competition in terms of the customer experience you offer.
The Bathrooms
This may seem like a strange addition to an article on customer service, but when talking about the little details that make a big difference, consider the state of your public restrooms. Are they clean and functioning well? An air freshener, small vase of flowers or attractive pictures on the wall may be the perfect addition to make your customers really feel at home throughout your business.
Sometimes customer service really is in the details, whether it is adding small steps to your service or creating a special place for customers to visit. These suggestions are just the tip of the iceberg, which will hopefully get the creative juices going so you can come up with your own personalized touches throughout your business that will enhance your customer’s experiences with your company.
- Meredith Estep