The recipe for customer service excellence.

This is the first in our National Customer Service Week blogs.  Today we are looking at:

What makes up customer service excellence?

The times when customer service really stands out is when a company goes over and above what you expect.

Satisfactory and good customer service is the norm; excellent customer service puts a smile on your face.

Here’s a perfect example of great customer service that has stuck in my mind.

A few years ago, I was on my way to a business meeting and was wearing a new skirt from Wallis.  When I got off the tube, I noticed the hem of the skirt was loose and the lining was hanging down.  Luckily, I spotted a Wallis store in the street and went in to ask if they had a safety pin to re-attach it.  Rather than doing what I asked and merely furnishing me with a safety pin before sending me on my way, they recognised that the skirt was from their new collection and swapped it for a brand new one.

This experience made me feel good about the brand.  They trusted me (I didn’t have a receipt), they understood and empathised with my situation and, rather than the quick temporary fix I expected, they gave me a new skirt immediately, and at no extra cost.

So, for me, these are the ingredients for customer service excellence:

1 pinch of Trust
2 dollops of Empathy
1 generous measure of Exceeding Expectations
1 Immediate Solution
0 Additional Cost

Blend together for Customer Service Excellence.

 

Check back tomorrow for our second blog in the National Customer Service Week series.

 

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