Thoughts on Customer Service with Shep Hyken – Part 2

shephykenIn Part 1 of customer service expert Shep Hyken‘s session summary, we explored his recommendations on dealing with unhappy customers. Today we’ll take a closer look at Shep’s top strategies on how to make Moments of Magic – those special moments that turn happy customers into evangelists of your business.

1. Manage the First Impression

The cliche is true: first impressions matter. What does your website homepage look like? Is it cluttered with flashing graphics and text or is or neat and organized? When you meet potential clients in person how do you dress? Do you project confidence?

2. Demonstrate Knowledge and Expertise (at what you do)

Show your customers and peers that you know what you’re talking about. Think about that one friend you have who knows everything about computers. You probably have one who knows a lot about money and finances.

Providing content = demonstrating value

For your website, this might take shape in the way of an articles page or a helpful blog. When people start asking you about things you might not know, this is a WIN. Knowing where to find answers and who to ask is sometimes just as good as knowing everything.

3. Build Rapport

What do people like to talk about? Themselves! In every interaction with customers, try and let them talk about what interests them – whether it’s their kids, their spouse, or their business. If you can remember these details in your next conversation, you will demonstrate that your customer isn’t just another number and they will appreciate your thoughtfulness.

4. Enthusiasm

Enthusiasm is contagious. Be excited about your product in all interactions! Others will see that you take your business seriously and will be more likely to do the same.

5. Communication

Manage expectations by asking the extra questions and proactively avoiding misunderstandings. Miscommunications often tend to pop up around deadlines (shipping, deliverables) – so make sure you head them off at the pass!

6. No Mistakes / Knowing How to Handle Mistakes

The goal is obviously not to make mistakes, but they’re going to happen and when they do,  handle them well. If you restore confidence after a mistake, you create a Moment of Magic. This is accomplished in three ways: 1) fixing what needs to be fixed, 2) having the right attitude (ownership) and being accountable, and 3) fixing it with urgency/speed. Educate your customers to know you’ll make their issue your NUMBER ONE priority!

7. Underpromise & Overdeliver

Set an expectation that your customer agrees to, then exceed it. For example, if your customer places an order, promise them that it will ship within seven business days, then get it there in three.

8. Consistency

Customers should always be able to expect at least a certain level of of service from you, and hopefully it’s high. Sometimes you’ll do better and blow them away, but they should always be able to count on you to be this good.

9. Show Appreciation

Say thank you over and over and over. Not just in an email – pick up the phone. Send a postcard! Make the effort to show you care and this will differentiate you from the pack.