Stock your Customer Service Toolbox for Success

Note from Phil: What follows is a terrific guest post from Shep Hyken, a master of customer service. I was fortunate enough to spend a little time with Shep at a conference I attended this summer, and I’m honored he wanted to be a guest writer here on my blog. His new book is terrific too, and I know you’ll enjoy the lessons he shares below. Stock your Customer Service Toolbox for Success Successful businesses understand that the key to winning customers, keeping customers and increasing sales lies in customer service. For my latest book, Amaze Every Customer Every Time, I decided that instead of sharing examples of many companies’ strategies for success, I would select just one company to serve as a role model. The company I found that rose to the top in terms of delivering an amazing customer service experience is Ace Hardware. Think about it – Ace Hardware stores face incredible competition from big box stores such as Lowe’s and Home Depot, but they have successfully positioned themselves as the most helpful hardware stores on the planet. I have compiled six strategies from interviews with Ace retailers. Although they may seem simple, they are powerful tools that amaze customers. 1. A Warm Welcome – Whether in person or on the phone, offer a sincere, pleasant greeting that makes the customer feel comfortable and appreciated. A good first impression will reassure the customer that he or she has made the right decision in choosing to do business with you....
Source: Phil Gerbyshak - Category: Life Coaches Authors: Tags: Customer Service and Customer Experience Source Type: blogs