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Delivering Personal Customer Service

Delivering personal customer service makes a huge difference. Here’s how to do it right. “Personal service” is the “synergy” of the customer support world. A buzzword used so often – by support agents, customers and marketers alike – that it’s lost meaning for many of us. Which is a damn shame, because personal service, when done right, is incredibly powerful. It can be the difference between a customer forgetting about you the minute their transaction is over, and that same person returning to become a loyal customer for life. But there’s a difference between saying that you deliver personal service (as so many companies do), and actually doing it. Today, I’m going to share what personal service really is, why it’s so important for your business, and actionable tips you and your team can use to start making your support more personal. The Value of Personal Service A few years ago, a survey by Genesys asked more than 9,000 consumers about what mattered to them most when it came
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What customers think is good service

In theory, the “tricks” to delivering awesome customer service are pretty straightforward: Empathy Appreciation Helpfulness Seems pretty easy, right? Just develop these three skills, and you'll be set. Sure, you can tune these by mastering the “thank you,” or by understanding how things like tone and word choice make a difference in support. But in practice, delighting customers isn't so straightforward -- what actually works doesn’t always reflect what most of us would assume. There are quite a few counterintuitive truths that can make or break how your customers feel about your service. Below are five surprising data points on what people really expect out of "good" customer service. 1) Should you start with the good news, or the bad news? It depends. How many times has someone asked you whether you want them to start with the good news or the bad news? It’s an old cliche, but it turns out that it actually does make a difference. And the order you choose ca
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The Power of Positive Customer Service

The Power of Positive Customer Service As a customer, there’s nothing more frustrating than unsatisfactory customer service. On the other hand, there’s nothing more satisfying than when a business provides friendly, timely, and helpful customer service. When it comes to retail environments, customer service is key to creating a positive shopping experience. Let’s look at how retailers can create a positive customer service experience in their stores.     Be Proactive One of the best things that retailers can do to ensure positive customer service is to be proactive in their approach. This means being able to anticipate the needs of customers before they even ask for help. For example, if you notice that a customer has been browsing for an extended period of time without assistance and looks confused or lost, you should take initiative and offer assistance right away. By actively engaging with customers in this way, you will be sending them the message that your store values their busin
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