Customers of the World Database
Customer Experience stories from around the world
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Just so you know, you’re doing it wrong
There’s a way to work with customers that guides them to the result you want without offending or pushing them away.
It was great until
To suddenly cut off communication with a customer says one of two things – that either your front line employees are terrible with customers or that management doesn’t support the front line employees to do the right thing. Usually, it’s the second one.
Gatekeepers
Front line employees are usually the gatekeepers for a business. They are generally the face of the company, sometimes solely representing an organization.
At the core
The words and actions of employees become part of “who” an organization is and what it stands for.
Who has the power?
When a customer calls into a customer service center, they are only calling because they have a problem and need assistance in solving it. They aren’t calling to ruin a staff person’s day and they aren’t calling to be a pain in the neck. They are calling because they need help.
We have fresh muffins today
There’s a difference between upselling and offering a customer additional options that might interest them. The difference is more than semantics; it’s about intention.
Compassion
In this year of upheaval, small acts of kindness and compassion stand out even more.
Big box store, individualized personalized attention
When one thinks about big box stores, we tend to think of slick corporate offices, employees who want you in and out as quickly as possible, pallets full of name brand inventory. Cold and impersonal efficiency.
Going out of their way
This is customer service.
Where customer retention begins
Do you sometimes believe your interactions with customers don’t impact your bottom line?
What? Where? Who?
The fault lies not with the employee, but with management who hasn’t empowered their staff to enforce protocols.
You like me, right now, you like me!
It doesn’t take much to treat your customers with thoughtfulness creating a genuine human connection, but the payoff is huge.
Actions and consequences
How are you supporting your customers? How are you supporting your employees?
How much does customer loyalty cost?
This level of customer service, and subsequent customer satisfaction, comes from senior leadership empowering front line employees with the ability to make decisions like this. How are you empowering your front line employees?