“in a business, you need to be sure to clarify when you tell employees that something is a rule versus a law versus a restriction or regulation.”
Frustrating customer service experiences are great reminders of the importance of delivering exceptional service. Recently I had a less than favorable interaction at a store while trying to buy paint. It felt like I was battling with the employee to get what I needed. In that moment, I remembered the rule: “Never argue with the customer.”
Arguing only escalates the situation and creates animosity between the customer and the business. It’s crucial to find a solution and make the customer feel heard and valued. Instead of saying “no,” find a way to say “yes” or offer alternatives.
While I eventually managed to get my paint, it was not without a lot of frustration and wasted time. And you know what I did? I gave the employee a copy of the customer rules. I hope it helps them understand the importance of exceptional service and learning from mistakes.
This experience taught me a valuable lesson: exceptional customer service can make or break a business. It’s not just about the product or service; it’s about how you make your customers feel. Treat them with respect, listen to their needs, and find ways to exceed their expectations.
The next time you encounter a frustrating customer service experience, remember the power of exceptional service. Be the business that stands out, that makes customers feel valued and appreciated. It’s not just good for your customers; it’s good for your business too.
Connect with Will:
04:38 Confusion is best addressed with an apology by a leader.
08:39 Importance of having respectful conversations with customers.
10:16 Frontline workers vital, customer rules matter.
12:50 Use past mistakes to avoid repeating them.
16:47 Encouraging frontline workers to go above and beyond policy.
19:05 Customer complaints offer valuable insight for improvement.