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Stashed ideas

127 STASHED IDEAS

Common sense must always prevail

... especially when it comes to customer service. Sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver.

The best companies hire people who are smart, problem-solving, customer-focused people who look for ways to work around having to say NO and come up with ways to say YES. They don’t get stuck on company policy. They work within the rules, but also understand flexibility.

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Learn what will make the customer happy. It may be as simple as just asking. (You don’t know if you don’t ask.) It’s definitely not arguing with the customer. 

Find out what’s behind any frustration, disappointment, and even anger. Talking it through with the customer, rather than pointing blame or making excuses may be the simple solution.

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Important First Impression: How the Phone Is Answered
  • Think about the effort a customer must make to reach someone in your company. There are two main ways the phone call could be answered: live or by an Interactive Voice Response system, also known as IVR.
  •  A computer and a person answering the phone are both bad if the experience creates any amount of difficulty for the person calling in.
  • Just handle the call well, with respect and diplomacy. Any friction or extra effort the customer goes through to reach their party starts the call at a deficit. The first impression of that interaction is ruined.

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