Using Reciprocal Strategies When Providing Customer Service

We often hear that it’s the little things we do in business that go a long way to establishing a good customer experience. These little things can take the form of a hand-written “thank you” note sent with products via the mail, or sending a loyal customer a greeting card at a holiday. It’s all about making the customer feel they matter. 

I had a chance to witness excellent customer service recently. I stopped in at a fast food restaurant, ordered my food and sat down to eat. Another customer comes in, places their order but is informed there will be a wait. I didn’t get a chance to see the customer’s reaction, because the manager offered the customer a free small drink in exchange for their troubles. The manager didn’t have to do this, but did it anyway, because he knew that however that drink impacted the bottom line, it was nothing compared to how an angry customer can impact the same bottom line. In other words, it’s about perspective. Granted, you may not be in a position to do some of these tactics, and you don’t want to make a habit out of giving away free merchandise all the time, but finding little ways to help your customer can positively impact your business.

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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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree