As a cutting edge Service Framework Company, The Art of Service is leading the way in providing high end, client focused Books, Toolkits and online and classroom Education Programs.
We've served over 800 corporate clients and 500,000 individual clients and students in 87% of the world's countries.
A recognized leader in the Service Management community, The Art of Service has quickly become the Specialist- and Manager’s Educator of Choice.
It is when you feel as though you were treated as though your interaction was unique to you. It is the feeling that the person you interacted with generally cared more about you, your situation and ultimately making you happy without revealing that they were potentially following any pre-established norm or rule.
Geico, American Honda and American Express come to mind as companies that are excellent at customer service. US based airlines are an example of an industry that simply does not understand or value customer service.
Too many facilities now make you use scripted responses. They don’t allow for taking the time to qualify a customer completely and gain the client’s trust. Instead companies are too busy to time the CSR and make sure they quickly take the information and move onto the next call. With some customers that may work however I find a much better working relationship with the client by listening to their needs completely and using intellect and resources to exceed the customer’s expectations. Customers can tell when you are just sending them mind-numbing information and only call when they absolutely have to. My kind of service is to provide legendary service. Service where the customer feels they connected with someone and will let you know if there are other potential opportunities coming up that can possibly be capitalized upon. It’s all [...]
Quite often managers try to “program” the language of customer service into staff by having them say “Have a nice day” etc. The test comes when the customer needs something that goes against policy but the employee could make it happen. That is when there is customer advocacy not just service. Example, the nurse at Rex Hospital (Raleigh, NC) who turned off the annoying machine that went BING for 15 minutes so I could fall asleep even though the Doctor’s orders were not written to allow this. Anti customer service example. JC Penney’s Men’s department. A customer is returning a suit. He paid full price. The suits are now on sale and policy says you return it for the current price. The sale ends tomorrow. Do you…
A) return the suit for the sale price only
B) tell the customer to [...]
I’ve had my share of these kinds of experiences too, but my best example is a stay at the Omni in San Diego a couple of years ago. While I was getting out of the taxi, a bell hop read my name off of my luggage and checked me in. As I walked through the door, he handed me my key. I went straight to the elevator and up to my room.
Extraordinary customer service for me means that I ‘walk away’ from the exchange feeling that my concerns have been listened to and understood and I feel that appropriate action(s) are being taken to address my inquiry. Extra touches like follow-ups are also very nice.
Providing extraordinary customer server means that I assisted the customer in their inquiries and they would feel comfortable in recommending my business to their friends and family.
Well, I could certainly share more than 1 occasion in which the service was so terrible it seemed almost personal, and I chirped off to the competition and that was that. I have to agree with Jim that a good example is sooo hard to find. So, I’ve started to take this approach – and, if you’re creative enough at the time, you may enjoy it too… I reward the extraordinary services even more by going that extra step as a customer. I call over a supervisor if out somewhere, ask for a contact name/number/email in which I can share what a great experience I just had with so-so doing such-such, or leave a bigger tip, a more detailed comment card. Whatever I can do to share how I feel after being served by them. Since I’ve been doing this, [...]
“Here’s one notable, but not atypical, example of a heroic. A customer, who was about to catch a flight at Seattle-Tacoma Airport, inadvertently left her airline ticket on a counter in one of Nordstrom’s women’s apparel departments. Discovering the ticket, her Nordstrom sales associate immediately phoned the airline and asked the service representative if she could track down the customer at the airport and write her another ticket. No, she could not. So the Nordstrom salesperson jumped into a cab, rode out to the airport (at her own expense), located the customer, and delivered the ticket herself. (Nordstrom later reimbursed her for the cab fare.)”
Extraordinary Customer Service to me means leaving the customer with a feeling after that point of contact thinking to themselves, “I will model all future opinions of exceptional customer services after this experience.”
Basically, are you setting an example for your business, your particular service or product(s), or yourself that everyone around you can admire?
Are you taking ownership of that particular interaction, whether it’s your own company or one you “just” work for?
The above questions, if answered correctly, will set a ground point for Extraordinary Customer Service.
1. Take ownership of the interaction
2. Take pride in the interaction
3. Always thank the customer for their time, business AND ask them to come back.
Today a client from one of the major consultancy companies had an issue with one of our products – he wasn’t able to download the product link from where he was.
What amazes me is how brainwashed big consultancy-staff is in thinking they’re always right.
The download link was fine – the issue was clearly a local one, a firewall, a local setting, one of many easy to solve ones by having us send the download link to a personal email address and then downloading it from home, without the hassles of a corporate firewall network blocking it.
Kindly have it sent and confirm. This is very urgent. I am a bit surprised that all other websites and links open up . Pls cross check and revert with a permanent solution
What disturbs me, is the one track solution mind – “a and b [...]
The Art of Service - Framework Educator of Choice - Customer Service Foundation Level Full Certification Kit - Complete Skills, Training, and Support Steps to Remarkable Customer Service - Customer Service Foundation Level Full Certification Kit - Complete Skills, Training, and Support Steps to Remarkable Customer Service
Customer Service Foundation Level Full Certification Kit - Complete Skills, Training, and Support Steps to Remarkable Customer Service
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Practical, concise help for dealing with customers: The book and its accompanying elearning course and Certification begins with outlining several customer service techniques, and describes each of them. Some are very basic, and some are more advanced, particularly those that deal with dealing with angry customers, or preventing problems with customers from escalating and becoming time consuming.
But that's not only the meat of the book, or what makes the book so useful. The book contains dialogues between customers and staff, showing how the various situations SHOULD be handled. Each one is to the point and the information for each one can be assimilated and learned from in a very few minutes.
This book can be used in so many ways. You can sit and read it through. You can browse it and just read the parts that you want help with. You can read one or two dialogues, and learn one or two skills a day, since each segment really stands on its own. It's a great source book to use in customer service training, because it's all there -- techniques, and how to use them.
It's quick to learn from. And it's real. The dialogues will strike home with you. You've had most of these situations - There is no better, faster book to learn how to deal with customers (especially the difficult customers), it's a One Stop Shopping for ideas, you won't be disappointed in this one: Customer service is for everyone.
How can you inspire and rejuvenate your workforce? For supervisors who need to motivate their teams to provide excellent customer service, or for trainers in the workplace, this book will be welcome. By feeding manageable exercises that they can take back to work, You'll see creativity born of empowerment that can make a difference. Applicable in any job, accomplishment in customer service are those which the new employer will want to hear about.
Addressing the dynamics of employees dealing with both internal and external customers, there are many ten-minute exercises, appropriate for new employee orientation, warm-ups for staff meetings, or launches for all-day training times, this book provides practical hints and easy-to-reproduce hand-outs without overloading the reader with theory. It's easy to satisfy low expectations and it doesn't mean very much. You have to create Customers who tell others how wonderful you are. You want everyone in your company focused on customers. Focused on creating stories your customers can tell others. This book gives you the road map to do it, all wrapped up in easy lessons.
Reveal Your Best Customer: reveal customer insights allowing you to provide more value.
Improve Customer Service with Customer Service Training.
Use it for Customer Service Rep call center and customer support training programs.
As a cutting edge Service Framework Company, The Art of Service is leading the way in providing high end, client focused Books, Toolkits and online and classroom Education Programs.
We've served over 800 corporate clients and 500,000 individual clients and students in 87% of the world's countries.
A recognized leader in the Service Management community, The Art of Service has quickly become the Specialist- and Manager’s Educator of Choice.
Extraordinary Customer Service, what does this mean to me?
Well, I could certainly share more than 1 occasion in which the service was so terrible it seemed almost personal, and I chirped off to the competition and that was that. I have to agree with Jim that a good example is sooo hard to find. So, I’ve started to take this approach – and, if you’re creative enough at the time, you may enjoy it too… I reward the extraordinary services even more by going that extra step as a customer. I call over a supervisor if out somewhere, ask for a contact name/number/email in which I can share what a great experience I just had with so-so doing such-such, or leave a bigger tip, a more detailed comment card. Whatever I can do to share how I feel after being served by them. Since I’ve been doing this, [...]