Customer delight is the new buzzword. This leads to word of mouth advertising. There are some cues you can teach your customer service or relationship marketing executives that will prove magical in delighting customers.
- I’m sure I can help you, let me find out what I can do. This statement means the customer service person has taken over the task of solving my problem. I don’t have to keep coming back, or calling back another number or something like that. When your customer service person gives this guarantee, they must call back and give the client a solution. This will build trust and confidence in your services.
- Apologies when your company goofs up. When you own up to your mistake, the customer knows they can expect the level of service as advertised. Some customer service people do not accept the mistake of the company fearing legal action, but that can cause you not only one customer, but many others as they bad mouth your company.
- Always answer in the affirmative. When the customer approaches your company’s executive they expect that their problem will be solved or they will be given the answers they are looking for. For instance, a bad sandwich at a movie hall gets exchanged over a feud, or that bad sandwich is replaced with Coke and Popcorn and an apology and great word of mouth advertising.
- When you finish your transaction with the customer, always ask if you can help them any further. This helps the customer put forth queries that might have slipped their mind. They are convinced you are really interested in serving them and not just selling their offering.
In customer service, integrity is key. When your customer relies on you with trust, you not only a customer for life, but also the best advertisement you can ever draft and sell.