Make The Most of Your Customer Service

If you want to differentiate your customer service, stop trying to be perfect and simply be memorable.

@PeterGasca

Is Customer Service Dead?

Making hotel reservations while on an epic 1,400 mile road trip with in-laws and two young children in tow is a nightmare. Add to it that phone reservation operators these days seemingly have the personalities of wet sponges.

One night, my reservation routine was thrown for a complete loop with Hotel Tonight, a smartphone app that allows you to reserve hotels the same day of your arrival. I downloaded the app and gave it a shot. I had a question and quickly found a phone number. To my surprise, I was connected to a voice. It was human. It sounded nice. The experience that followed with the Hotel Tonight representative was wonderful. Here is why she made the experience memorable.

@PeterGasca

#1: She was Unique

It doesn’t take much to be unique. Just try to differentiate yourself by breaking from the script and addressing your customer with an empathetic, friendly and courteous tone.

@PeterGasca

#2: She was Generous

Make a huge impression by making accommodations that the customer would not ordinarily expect. Small gestures go a very long way.

@PeterGasca

#3: She was Bold

Modesty is great, but in today’s hyper-connected business environment, it pays to be bold. If you have a good experience with a customer, ask them to share it with their peers. Nothing beats word of mouth advertising!

@PeterGasca

By Peter Gasca

@PeterGasca

www.Inc.com/Author/Peter-Gasca