The 7 Secrets Of Wow! Customer Service

Title:The 7 Secrets Of Wow! Customer ServiceWord Count:467Summary:When you give your customers a service that is wayout of the normal, two things happen: yourcustomers come back again and again; and your jobbecomes a source of pleasure. This article showsyou how to do it.

Keywords:customers, customer care, customer delight,customer relations, customer needs, attention,strokes, anticipation, customer needs, tactArticle Body:Your aim in giving your customers exceptionalservice is to make them say 揥 ow!?as soon as youdisappear. You can do that if you make thefollowing 7 tips part of your normal pattern ofservice.<b>1. Give Your Customers Plenty of Strokes.</b>People love to be stroked. Just like domestic pets,we like it when we are fussed at, smiled at, andgiven gentle touches. Strokes can include anygreeting, the use of people's names, and goodwishes of the \"Have-a-nice-day\" kind. But thebest stroke you can give others is your undividedattention.

<b>2. Surprise Them With The Unexpected.</b>British Airways airline discovered thatpassenger goodwill increases when staff dounexpected extras such as spontaneousconversations or invitations to visit the flightdeck. These have to remain extras and not the normif they are to retain their surprise value.<b>3. Attend To The Little Things.</b> Payingattention to the little things which don'tsignificantly affect the main service is a way ofsaying: \"If we look after the little things, justthink what we'll do with the big ones.\" Suchdetail includes sparkling washrooms that youcould eat your meals from and customer noticesthat don't talk down to people.<b>4. Anticipate Customers?Needs.</b> In asurvey of airport check-in staff, customers ratedthe best staff as those who anticipated theirneeds. These were staff who would routinelyglance down the queue and anticipate the

different needs customers had, from thegrandmother needing help with her luggage to thebusiness executive wanting a quick service.<b>5. Always Say 揧 es?</b> Great customer carersnever turn down a request for help. Even if theycan't do it themselves, they'll know someone whocan and put you onto them. They always usepositive language. Even if the answer is \"No,we're closed\", it's expressed as \"Yes, we can dothat first thing tomorrow for you.\"<b>6. Treat Them The Same By Treating ThemDifferently.</b> We hate to see others get bettercustomer service than we do, for example in arestaurant. It makes us feel second-class anddevalued. Equally, we don't want to be treated thesame as everyone else if that means a standard,soulless response, as you sometimes get in afast-food restaurant. The secret is to treateveryone the same by treating them differently.