We like to think that everything goes according to plan for your customers, but every now and then, something goes wrong. Maybe they need to return something, or they're looking for the perfect Father's Day gift but can't find it, or they waited to the last minute to look for their books. Whatever it is, they need a hero.
Customer service expert and professional speaker Shep Hyken recently showed us how you can instill customer confidence in your store and save the day for our customers in this interview with Nate Skinner, vice president of customer care for email marketing company Campaign Monitor.
— Shep Hyken, customer service expert and professional speaker
- Customers don’t want “transactions.” They want something more. They want partnerships, with people that care about them and are willing, if necessary, to go the extra mile, which might mean doing a little work after hours. Basically, whatever it takes to get the job done.
- Customers like to deal with companies and people that are proactive. The customer would have never known that there was a problem until someone came in on Monday morning and realized their emails weren’t sent. Instead Jordan, was proactive and took care of the problem – without being asked.
- Customers want to have confidence in companies and people they do business with. If they didn’t already know, the customer now knows they can count on Campaign Monitor. Find a way to prove to your customers that they can always count on you.
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