“Customer Service is not a department…it’s an attitude.” How true is this phrase? As much as we try to complicate what great service is…it can be pretty simple. Customer Love, by Mac Anderson, is a great book that highlights unforgettable true stories about individuals and companies who have created extraordinary service experiences for their customers. WOW's! Companies like Nordstrom, Southwest Airlines, Starbucks, and others. What makes this little book so good is that the stories collectively inspire and remind us of what great service can look like and that it doesn't have to be complicated.
Great service organizations know how to apply certain basic principles that exceed their customers expectations. Going over and above the expected is not a surprise, it's the standards by which they do business. "It is the service we are not obliged to give that people value most." James C. Penney
Mac Anderson wrote 10 basic customer service phrases that let's your customers know they are loved, and puts service delivery in it's simplest, yet most effective and memorable form. Enjoy and pass along.
The 10 most important words: "I apologize for our mistake. Let me make it right." When something goes wrong, and it will, your customer wants to be heard ~ listen, apologize, and then make it right!
The 9 most important words: "Thank you for your business. Please come back again." Have a nice day is NOT thanking your customers for their business. Anderson says it best, "Repeat customers cost less than new customers and are more loyal."
The 8 most important words: "I'm not sure, but I will find out." You will never know all the answers, which is okay, but it's your job to find out the answers.
The 7 most important words: "What else can I do for you?" This question is the setup to a "wow" experience. Always give more than what is expected.
The 6 most important words: "What is most convenient for you?" This question makes your customer feel extremely valued.
The 5 most important words: "How may I serve you?" Building loyal customer relationships starts with how you make them feel. Show your customers how much you care.
The 4 most important words: "How did we do?" The only way to truly know how you are doing is to ask. Your customers feel safe with a company that isn't scared of feedback and cares about what they have to say.
The 3 most important words: "Glad you're here." Customers appreciate feeling welcome, so let them know it!
The 2 most important words: "Thank you." These two words should always be a basic response, but how many times do these words get omitted?
The MOST important word: "Yes." All things are possible with a "yes" attitude.
How basic are these phrases? How often are these missed? If this is the formula that could make your service exchanges rival the known greats, of Nordstrom and Ritz-Carlton, to mention a couple, why wouldn't you practice these every chance you could, and make sure everyone in your organization did the same? Research shows that being reminded three times increases retention substantially. Let us help you remind your team about this winning service formula.
