When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.” - Kristin Smaby, “Being Human is Good Business”
Your customers are the best source of information for increasing sales in a cost efficient, rapid manner. Unfortunately, most customers service agents, managers, and directors do not think of them in this way. We tend to focus only on resolving issues and fixing problems, certainly important, but hardly exciting to anyone. Great service is not only about making the customer feel better and fixing problems, but about gathering information so you can improve your business. During a customer service interaction is the best time to get this information because you have just escalated the experience to a new level for both customers and business owners.
Every time you engage a customer, you have the opportunity to increase sales, build loyalty, and win for everyone involved.
Go Beyond Normal.