There’s no magic pixie dust that improves customer service quickly and easily. Or is there?

Well... It turns out there are a few shortcuts.

I recently hosted a webinar to share some of my latest customer service research. It focused on five ways companies could quickly take their customer service to the next level with minimal expense or effort.

This is a follow-up post with links to additional information and resources. 

Webinar Link

You may want to start by watching the 47 minute webinar. (Secret tip - you can even jump ahead and fast-forward.) You can access a recording by clicking on the link below:

Webinar: Five New Ways to Quickly Improve Customer Service

 

#1: Outstanding customer service must be defined

If you asked your employees to describe outstanding customer service, would you get a consistent answer? 

The answer is "Yes" at companies with a customer-focused culture. They have a shared definition of outstanding customer service that acts as a compass to keep everyone pointed in the same direction.

Helpful links:

• Blog post re-capping my research 
• DIY tool to create your own definition of outstanding customer service

#2: Get customers to learn your name

Customers’ perceptions of service quality improve when they know you and like you. Helping them get to know you by name is a good way to ensure they look at you as an individual and not just “that customer service person.” 

Here are a few tips:

• Introduce yourself to customers
• Call your customers by name so they feel more comfortable doing the same
• Follow-up with customers to remind them who you are

Helpful link:

• Blog post re-capping my research

#3 Make a great first impression, or recover fast & powerfully

First impressions play an important role in framing a customer’s perceptions of service quality. 

• Good first impressions are neutral and are unlikely to be remembered.
• Great first impressions create a lasting positive perception.
• Poor first impressions can linger unless there's a fast and powerful recovery

Helpful links:

• Blog post re-capping my research
• My guest post on the CX Journey Blog describing how multiple experiences influence a customer’s overall perception.

#4 Customers inflate wait times by an average of 36 percent

We all know that customers hate to wait. They often perceive the wait time is even longer than it really is. Smart companies identify factors that influence wait time perceptions and help customers feel like the wait is actually shorter!

Helpful link:

• Blog post on “Jedi mind tricks” for reducing wait time perceptions

#5 Chronic multitasking is frying our brains!

I took a poll during the webinar to see what else people were working on in addition to tuning in to me. The average participant admitted to engaging in 5 or more activities while attending the webinar! 

It’s natural to want to multitask in our busy lives. Unfortunately, a growing body of research suggests this is unproductive and even unhealthy. 

Helpful link:

• Blog post re-capping my research on why we need to take a break