We create a first impression every time we answer the phone, but that doesn't mean we always put our best foot forward.
Read MoreMake sure they know your name
You probably knew that you can personalize your service if you learn and use customer names. Did you know that customers tend to give even higher ratings when they know your name?
A review of customer satisfaction surveys reveals that customers who mention an employee by name are 2 - 3 times more likely to give the highest rating.
Tips to ensure customers know your name
- Introduce yourself
- Invite customers to ask for you personally if they need assistance
- Hand a business card with your name on it
- Write your name on a receipt
- Use their name in conversation (it encourages them to remember yours)
Remember that we all tend to forget names quickly without a little repetition. Find a way to remind your customer of your name a couple of times so it will stick with them.
Give preferential treatment
Repeat customers like to be acknowledged. One way to do this is by learning their preferences and incorporating them into your service.
Read MoreFriendly follow-up
Customers will sometimes mention something off-hand that you can later use to build rapport.
Read MoreLearn and use customer names
Dale Carnegie once remarked that the sweetest sound to a person is the sound of his or her own name. Calling customers by name (and helping them learn yours) is a great way to establish rapport.
Read MoreThe Five Question Technique
Anyone can start a conversation with a customer using the Five Question Technique!
Read MoreBuild an Interest List
How well do you know your customers on a personal level?
For example, I know that one of my clients is obsessed with crossfit. Another client is a huge fan of 80s and 90s heavy metal. Still another client is an avid outdoor enthusiast who enjoys hiking and camping.
This information helps build rapport. Learning a little about your customers' interests, their families, and other things that are important to them allows you to demonstrate genuine caring on a personal level.
Customer service gets way easier when your customers like you!
You can track this information by building what I call an interest list. It's really just a collection of notes about your customers beyond the normal name, email address, and phone number in your contact database.
You can see a great example from Harvey Mackay with his Mackay66 questionnaire.
Let's Get Quirky!
We all encounter the occasional customer who is a lot of fun to serve. Why not allow yourself to be a little quirky so you can join in on the fun?
Here are a few examples:
- Richard from LEGO wrote this amazing letter to a boy who had lost an action figure.
- Michael from Netflix got into character in a customer chat session.
- Jenny from DMV.org exchanged songs on YouTube with one of her customers.
You have to pick your spots. Go quirky at the wrong time and your customer won't think you're taking the issue seriously, or worse, feel you are being unprofessional.
That said, you can make a big impression by connecting with your customer in a meaningful way.