Wonderful Custom
Six keys to creating "wow" Customer Service Experiences
Customers of all kinds of business imaginable these days bemoan the state of customer service. Although the global economy and the Internet have given businesses the opportunity to serve more customers than ever before, the trend has also led to impersonal, mediocre customer service. It is unfortunate that most companies today do not realize they are regularly losing valuable customers if they do not focus on the provision of exceptional customer service experience.
In most businesses, once a customer begins dealing with customer service, he or she is already in a negative state of mind. The best customer service are not those that simply neutralize the problem. Exceptional Service customer to take a negative and turn it into a positive that ensures the customer is not only happy, but he or she believes has been an exceptional experience – Wow factor – he would not get with another company.
The key ingredients of the Wow experience are:
• Seamless Service
• trustworthy service
• Listening
• Resourcefulness
• Courtesy
• Pro-active Service
Seamless services and facilities providing everything the customer needs, not only what is necessary to meet minimum standards. This is to ensure that they wait and wonder. Guests can enjoy a good, ongoing process to meet their needs. If there are several steps needed to take care of their concerns, keep them in the loop – update them by email or phone timely appeal, so they know that you are working on the situation and progress is being made. By keeping abreast of what's happening, you let them know you have not forgotten about them and you understand their concerns – reassurance and communication are powerful tools for customer service.
Trustworthy Service is essential to retain customers. Promising a customer anything and delivering nothing is the surest way not only losing a client, but get the kind of word of mouth "bad press that can ruin you. Under promise and over deliver – If you promise a satisfactory solution and then go the extra mile to not only satisfy the customer, but gain their appreciation and "Wow" them, you get the mouth to ear that will bring new customers to you.
Attentive Service means paying attention during and after initial contact. How many times have you contacted customer service and is subject to an obviously scripted response from the customer service representative? Does it give you the feeling that they are not really listening, but just try to get to the end of their canned presentation?
Listening must pass by the experience of each customer service, listening carefully to the customer concerns following after the exchange is to ensure that their needs were met. Listening is not only the audience – is to understand what is actually said. The words are just the beginning-what your customer's voice? His mood? Is she disappointed, angry or frustrated? Capturing the mood the customer and respond appropriately is essential, and it means not following a script.
Resourcefulness means finding solutions when it seems be no. Many companies have policies that shielded must be followed whenever a problem arises, however, sometimes a customer will not be satisfied by the line "Company" approach. Resourceful customer service representatives know that there is always a way to move beyond the procedures normal to make a customer happy. Resourcefulness involves finding a solution when a solution is not obvious. This may mean increasing chain command before the customer demands to talk to your supervisor. Companies with excellent customer service also give their representatives a margin of maneuver so they can find creative solutions on their own. When a customer senses that you are going beyond the norm to help them, they feel valued and respected.
Courtesy is a commodity that is becoming increasingly rare. So little to be polite, but it becomes an art lost. Say please when you ask a client to a question, thank them for their information and take your time talking to them. Nothing makes a customer feel more devalued than being treated like a number. Use the name of the person, make requests rather than demands and know when apologize. When something does not go to a customer, they want to hear that you understand their frustration and that you are sincerely sorry that they are inconvenienced. It takes nothing to say, "I'm sorry that you are not satisfied and I hope we can do something to correct this. "
Pro-Active Service means not only waiting for the customer to find a solution that you follow through. A representative client proactive service anticipates customer needs and to the end. Do not wait for the customer to ask you what you are willing to do – anticipate Question and answer before they can apply. If they call and say they are not met, apologize and offer immediate solutions. Clients want you take the lead – acknowledge their unhappiness, offer a solution or solutions and explain how you will address them. Pro-Active service is take the lead, which will reassure your customers that you know what you do and you follow through.
If you keep these six keys in mind – a service flawless reliability, attention, resourcefulness, courtesy and pro-active service – you'll be able to offer each customer the customer service Wow Experience that inspires loyalty and keeps customers coming back for more.
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Amish Country Collectible 12 Lazy Susan Handmade Basket. Measures 12 X 3 (3 3/4 Including Ball Bearing Base). Beautifully Designed Lazy Susan Basket to Have on Your Primtiive Kitchen Table or Cabinet. A Wonderful Decorative Basket to Fill with Goodies, Tie a Bown on and You’ve Got a Custom Gift Basket. It Makes a Unique Gift Idea for Any Country Home Decor. What a Great Organizer. It Keeps Everything At Easy Reach. Colors May Vary (Brown, Black, Red, Green, Blue, Purple, Burgundy, Natural)
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AMISH COUNTRY COLLECTIBLE 12″ LAZY SUSAN HANDMADE BASKET. BEAUTIFULLY DESIGNED LAZY SUSAN BASKET TO HAVE ON YOUR PRIMITIVE KITCHEN TABLE OR CABINET. A WONDERFUL DECORATIVE BASKET TO FILL WITH GOODIES, TIE A BOW ON AND YOU’VE GOT A CUSTOM GIFT BASKET. IT MAKES A A UNIQUE GIFT IDEA FOR ANY COUNTRY HOME DECOR. WHAT A GREAT ORGANIZER. KEEP EVERYTHING AT EASY REACH. COLORS MAY VARY (BROWN, BLACK, RED, …
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Text on keychain: A Closed Mind Is A Wonderful Thing To Lose* Durable acrylic key chain is crystal-clear and double-sided so the artwork or message is seen twice. * Sturdy metal ring holds your keys securely. * Full color printed images or messages are included. * If you have new ideas or need help selecting text for your custom keychains please contact us. * Size: 2 1/8″ x 3 1/2″ (Approx. busine…
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A Closed Mind Is A Wonderful Thing To Lose Mug
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Text on mug: A Closed Mind Is A Wonderful Thing To Lose* Custom coffee mugs are dishwasher-safe and microwave-safe. Colors are permanently baked into the mug’’s surface. * If you have new ideas or need help selecting text for your custom coffee mugs please contact us. * Size: 11 oz. capacity ceramic coffee mug….
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Host Loyd Bridges takes you on a tour of motorsports in the 60’s. Cobra test at Riverside with Ken Miles, Shelby driver of the era. See the 007 Bond Astin Martin and Sean Connery; slot car racing; bubbletops; Craig Breedlove at salt flats; classic drag racing big daddy Ed Roth George Barris This is a 40 min. transport back in time. You will be light-headed watching this show. It is the complete un…
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Zippo Lighter #1 Big Side Number
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The World Famous Zippo® Guarantee
Any Zippo metal product, when returned to our factory will be put in first class condition free of charge, for we have yet to charge a cent for the repair of a Zippo metal product, regardless of age or condition. The finish, however, is not guaranteed. This guarantee gives you specific legal rights and you may also have other rights which vary from state to stat…
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Custom Breast Prosthetics / Breast Form
Wonderful Breast prosthesis fit directly onto the chest wall, to give a very realistic profile of a natural breast. Designed to recover from breast cancer surgery. Our prosthesis is a complete breast shape. They are made from highly durable, high quality silicone, and are ideal for women who have had either one, or both breasts removed. They are also suitable for women that are naturally flat ches…
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WILD & WONDERFUL Oval Bumper Sticker
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Adhesive-backed oval vinyl sticker printed in weather resistant black ink. Based on European format. Sticker size is approximately 3 ½ x 5 and kiss cut on a rectangular carrier. While originally intended for automobile bumpers they can be applied to windows, notebooks, backpacks, or other surfaces….
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August 25th, 2010 
Steve 
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