My friend Stacy Sherman, head of customer experience at Schindler Elevator Corporation, is personally dedicated to “humanizing business.”
She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader. She recently responded to one of my tweets, which was the creative spark for this post.
I tweeted, “Amazing customer service isn’t an over-the-top WOW level of service. Here’s the real secret. Amazing customer service is just a little better than average.”
Her response was, “There are many #CX techniques to service customers. Right now, focus on GETTING THE BASICS RIGHT to satisfy customers when they call you. Even better, contact them PROACTIVELY. My #custexp team is doing “peace of mind” calls. Authenticity & caring goes a long way.”
First, let’s talk about the basics. If someone asked me, “What are the basics of customer service?” my response would be,
