When we get bad customer service, we remember it—very well. We tell our friends, family and post negative reviews online. Good customer service tends not be recognized as much, at least up front. Yet there are those really exceptional customer experience moments where the employee goes “above and beyond” for the customer that truly form a lasting impression.
It’s important to distinguish what it means to go “above and beyond.” It doesn’t necessarily mean constantly giving away free merchandise, or granting steep discounts at every turn—far from it. It means the little things you can do to show the customers you care. For instance, if you know a customer well enough to do so, sending congratulatory notes at certain life occasions, such as graduations and births, can really help establish a strong bond. If you conduct business via mail order, a hand-written thank you note is another great way to go above and beyond. Finally, never underestimate the power of a genuine “thank you” and a smile. These are just some of the ways you can provide exemplary customer service, without giving away free items or large discounts.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
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