Bob Jablonsky & Associates Blog

Five Ways to Add Pizzazz to Your Customer Service

by | May 11, 2017

It’s the little things that add up to make an exceptional experience for your customers. Here are five “little things” you can add to your services to create an exponentially memorable connection with your customers.

Generosity

Add a little extra something to the products or services you offer. It could be a piece of chocolate like Hershey’s® Kisses®. It might be a handwritten thank you note. It could be a coupon for their next visit. It could be a bottle of water.

These little additions pack a huge wallop for the customer experience. And none of them cost a lot to implement (unless you eat all the Hershey’s® candies yourself). Think of what you can add to your customer experience so that the customer sees you as generous and caring.

Speed

Many customers value their time, and adding speed to your service will be appreciated. When customers call in or email you for a service question, how fast do you respond?

Set response time goals for you and your employees to respond to customer issues and questions. You might choose one minute, four hours, or one day for response time, depending on your business. Make sure customer emails are answered first, and have someone monitoring the phone during business hours.

Track your results and reward your speediest employees.

Acknowledge and Apologize

Sometimes things go wrong, and an apology to the customer is in order. In most cases, customers simply want to be heard, so your listening skills are your best asset at that moment.

As an entrepreneur, the buck stops with you. Even though it might not have been your fault, it’s sometimes a good idea to simply apologize in the sincerest way possible. If there’s something that needs to be done to make it right, go overboard. Give the refund, take the loss, and let the customer win.

Positive Communications

How you word things can make all the difference. Which sounds nicer?

“That item is out of stock and won’t be in for six weeks.”

“We will have that item in stock in six weeks.”

The first sentence has two negatives (out of stock and won’t), while the second sentence is positive. It avoids the negative wording.

It’s a small but powerful change in the customer experience. Think about how you can word your communications so that there are more positive words and fewer negative words when speaking with customers.

Your Full Attention

Although you want to respond to customer issues with speed as mentioned above, while you are working with the customer, take time to slow down and really engage with the person. Our world is so fast, and some companies even reward multi-tasking, but no customer appreciates interruptions when being helped.

When you are with a customer, even on a phone call, be with the customer. Avoid interruptions and distractions, and give them your full attention. It’s the most powerful thing on this list. Treat them as a real person, not just another figure, and the customer will notice.

Try one or more of these five customer service boosts to take your customer service experience to the next level.

Bob Jablonsky is the founder of Bob Jablonsky & Associates. He has spent his career helping taxpayers resolve tax issues and get back on track with the IRS. In addition to tax resolution his firm also prepares hundreds of tax returns every year for both individuals and small to mid-sized businesses.

Bob is an IRS Enrolled Agent (EA), which is an elite credential issued by the Internal Revenue Service to professionals who demonstrate special competence in federal tax planning, individual and business tax return preparation, and representation matters. An Enrolled Agent license is the highest credential awarded by the IRS and is recognized across all 50 states. Additionally he is a CMA, or Certified Management Accountant, a designation for financial controllers and CFOs (Chief Financial Officers), as well as an Advanced Certified Quickbooks Pro Advisor.

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1900 Jay Ell Drive
Richardson, TX 75081

Bob@jablonskyandassociates.com

(972) 821-1991

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