5 Ways to Use Language to Thank Customers

5 Ways to Use Language to Thank Customers

5 Ways to Use Language to Thank Customers

As the Thanksgiving holiday approaches here in the United States, we thought it would be a great time to discuss a few different ways you can use language to express your gratitude to customers.

Thanking customers and telling them how much you appreciate them are important parts of the customer’s emotional journey, and it is important to remember that these expressions are only as valuable as they are authentic.

Sure, a team member can occasionally get away with a perfunctory “thank you”; yet, over time, customers can  sense when expressions of gratitude aren’t sincere. Read more

The Peak-End Rule and Customer Experience | proposal at restaurant

The Peak-End Rule and Customer Experience

The Peak-End Rule and Customer Experience | proposal at restaurant

One key to designing great customer experience touch points is to understand the way our minds process and retain information.

Customers do not remember every moment of a customer experience equally. First impressions and primacy effects demonstrate that the beginning of an experience can have outsized importance.

Similarly, the peak-end rule informs us that specific portions of a customer’s experiences are more important than others in determining how the customer remembers the experience.

What is the peak-end rule? The peak-end rule states that we remember an experience by how we felt at its most intense moment and at the end, instead of an average of how we felt throughout.

Look at the picture above; what part of that dinner do you think both people will remember years later?

It is important to remember that the “most intense” moment can be positive or negative. This is one reason why an organization can do almost everything right yet the customer seems to focus on the one thing the organization got wrong.

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5 Expert Tips for Customer Service Recovery | upset customer

5 Expert Tips for Customer Service Recovery

5 Expert Tips for Customer Service Recovery | upset customer

No matter how great a customer experience your organization provides, you will always have a need for service recovery.

Part of creating great customer experiences is not just designing fantastic, memorable experiences but planning and preparing for the service issues that inevitably occur.

No matter how good the product or service, no matter how effective the systems and procedures, every organization eventually drops the ball with a customer.

And even when they do everything perfectly from their perspective, they can still disappoint customers who had differing expectations.

No matter how good your customer experience, you will always need customer service. Read more

Save Your Customer Service Team from Vampire Customers

Save Your Customer Service Team from Vampire Customers

Save Your Customer Service Team from Vampire Customers

Vampire customers exist in every organization.

You know the ones — the ones that are excessively needy, that are overly demanding, and that can often be downright unpleasant.

In short, the ones that suck the life out of your team.

If your organization is like most, then I’m willing to bet that a small handful of “problem” customers are responsible for the majority of your service challenges. It’s the principle of the 80/20 rule, but in customer service, it’s usually closer to the 95/5 rule or the 98/2 rule.

A very small number of customers create a great majority of the serious issues. Read more

Exceeding Customer Expectations Is Nice but Not Necessary | Cherry on Cake

Exceeding Customer Expectations Is Nice but Not Necessary

Exceeding Customer Expectations Is Nice but Not Necessary | Cherry on Cake

Let me say it here once and for all:

You do not have to exceed customer expectations to deliver great service.

Do surprise and delight matter? Sure.

Do WOW moments make an impact? Of course.

Do we all love stories about incredible customer service? Heck yeah!

But they are the cherry on top; they are not the cake. Read more

How to Build Customer Loyalty through Consistency

How to Build Customer Loyalty through Consistency

Customers are creature of habits.How to Build Customer Loyalty through Consistency

They like the comfort and convenience of predictable customer experiences. For all of the talk about WOWing customers, it is consistency that is the secret sauce in customer experience.

In fact, consistency is one of the three aspects of Hero-Class® customer service that I outlined in Be Your Customer’s Hero.

Why?

Because consistency is incredibly difficult to achieve, which means that those who can deliver it can differentiate their organization from the competition.

Consistency is one of the best ways to differentiate through customer service. Click To Tweet

Why Consistency Works

In the book Hooked: How to Build Habit-Forming Products by Nir Eyal, the author contends that 40% of what we do each day is based in habit.

Habits can be extremely powerful. They operate at a subconscious level, causing us to function on auto-pilot. If you can addict a customer (in a win-win, good for everyone kind of way), you can keep that customer for a very long time. Read more

9 Customer Service Training Ideas That Work

9 Customer Service Training Ideas That Work

Looking for ideas to help focus your customer service training and get results? Far too often, managers, business owners, and organizational leaders struggle with how to effectively train their frontline teams.

9 Customer Service Training Ideas That WorkOf course, nothing can replace formal, professional training, but leaders can accomplish a great deal by focusing their efforts on customer service training ideas that have proven to be effective.

Here are nine ideas that can help any organization focus on training that works. Read more

When a Customer Refuses Your Help

When a Customer Refuses Your Help

When a customer refuses help, it can sometimes feel personal, like a form of rejection. As I’ve interacted with frontline reps, both as a speaker, a trainer, and a customer, I’ve seen how the simplest, most benign “no” from a customer can cause a customer-facing professional to shut down.

It’s almost as if you can see the thought bubbles above service reps head.

  • When a Customer Refuses Your Help“Can’t you see I’m trying to help you?”
  • “Really, I just want to do this, because it’s a benefit for you.”
  • “I’m just trying to do my job.”

Sometimes, this is a personality issue; it’s just how the rep is wired.

Sometimes, it is a training issue; the rep fails to see that their job is making the customer happy not performing Task X.

Often, it’s a bit of both.

Read more

To WOW Customers, Listen and Care

To WOW Customers, Listen and Care

Back in 2012, I wrote about the concept of 5-Second WOWs — small, simple actions that allow organizations to create memorable moments for customers without a lot of investment or time.

My wife and I recently experienced one of these WOW moments while traveling, and the experience perfectly demonstrated how easily you can WOW customers by simply listening and caring.

A Quick Getaway

Back in January, we took a quick weekend trip to Costa D’Este Beach Resort and Spa in Vero Beach, Florida.

To WOW Customers, Listen and CareOne of the features that attracts us to Costa D’Este is that it is a dog-friendly hotel. Since Vero Beach is driving distance for us, Costa is the perfect place to go for a quick weekend getaway with our Chief Happiness Officer, Dalton.

Now, when I say Costa is dog friendly; I should more aptly say dog-awesome!

They love dogs (well, at least our dog), and every staff member we have encountered on our numerous stays has gone out of their way to remember his name.

We never met a staff member that was standoffish or who gave us the “oh great, they have a dog” look.

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How to Handle Unreasonable Customers

5 Ways to Handle Unreasonable Customers

Customers are irrational.

They overvalue what they already have, they react differently based on how an issue is framed, and they are less satisfied with decisions when they’ve been given more options to choose from.

How to Handle Unreasonable CustomersHowever, these well-known forms of customer irrationality are often easy to work around and can even be used to enhance customer experiences.

Unreasonableness is an entirely different matter.

With unreasonable customers, appeals to logic are subsumed by an emotional intransigence that is often hard to break through. Unreasonable customers are inherently stubborn; they are unwilling to accept what we (and we like to think) most others would accept as obvious.

Because unreasonable customers are detached from reality, they are among the most difficult customers to work with.

Below is a five step process for working with unreasonable customers. The techniques are most powerful when used in order but, like all customer service techniques, should be adapted to the specific circumstances. Read more