Had an awesome workshop on customer service today! Here are some of my takeaways: - any activity that involves care in support of a delivery of a product or service is customer service. Think twice before saying “I don’t provide customer service.” - address the needs of your customer, even if you can’t meet them. - unless you FEEL something your customer is talking about, you’re not empathetic. - you can “bend the corners” sometimes to address your customers’ needs. - don’t over-greet your customers, make them feel valued, actively listen and make sure to invite them back. - it takes 12 positive experiences to make up for 1 unresolved negative experience. It take $95 to win back a customer, but only $5 to keep them. - be culturally sensitive and respectful, de-escalate issues and convey your willingness to help and actually do so - you might be hearing something for the 10th time, but it might be the first time your customer is having that problem. - please pay attention to your email’s subject line (Fwd: fwd: fwd: ... or (no subject) are not good enough) - get feedback on how you are doing. Just because the customer doesn’t say anything doesn’t mean you’re doing great. 96% of unhappy customers won’t bother explaining their negative experience, they will go somewhere else to satisfy their needs. - acknowledge you’ve received and understood their message and if you can’t respond within the “normal” timeframe, tell them when they should expect a response and hold yourself accountable on that timeline. - customer service is an art form too. Get creative with it. - deliver what you promised. Maybe go above and beyond if you want them back or you want them to introduce you to others as well. - there are multiple shades of grey in between black and white. Sometimes it’s not as simple as a yes or no. - work to provide your customers with more than they expect. #customerservice #customer #pathways #ualberta https://www.instagram.com/p/BuZaOITgKD9lEzZWzEtJ0vDH3i1YPj0Bb1Qclk0/?utm_source=ig_tumblr_share&igshid=soz5hp63jo25