What Does Amazing Customer Service Mean?

foreign
here customer service and experience
expert and today I'm going to talk about
how to be amazing now the concept of
creating customer amazement has been a
foundational concept I cover in almost
every one of my customer service keynote
speeches I've always preached to be
better than average all the time is the
key now while I've thought a lot about
this over the years lately I've been
trying to make it even simpler for
people to understand so to do that you
must understand the three ways you can
be amazing for your customers including
your internal customers who are the
people that you work with so here we go
number one over the top now this is
about going over the top or above and
beyond with an experience and it's
impossible to make every interaction you
have with a customer the most incredible
experience they've ever had so an
over-the-top experience happens just on
occasion it falls into your lap it's a
complaint or a problem where you get to
step up and do something special or it's
an opportunity to surprise a customer so
these happen every once in a while but
not every single day number two a little
above average all the time now I've been
preaching about this for years actually
decades this puts the concept of
customer amazement within the
capabilities and reach of everyone in an
organization simply be a little bit
better than average all of the time and
I'm talking just a tiny bit above
average using the customer's name
calling them back a little quicker than
they expected and and meeting and
exceeding ever so slightly other simple
and basic expectations that's all it
takes to make customers appreciate doing
business with you and when the slightly
above average experience is consistent
and predictable the customer loves you
because they can count on the experience
happening again next time and number
three meeting expectation all the time
now this is the addition to my list in
the past I focused on my second concept
above average all the time I'm making it
even easier being even the slightest bit
above average is great but how about
just doing what's expected but again all
the time it doesn't even have to be a
little above average just as long as it
meets the customer's expectations a
simple example of this is returning a
phone call or an email people expect you
to do so in a reasonable period of time
do that all the time and they expect it
appreciate it and keep coming back for
more so over the top can happen once in
a while so take advantage of those
opportunities when they come above
average and meeting expectations is
about consistency and predictability if
you've been following me for a while you
may remember that I emphasize the word
always when your customers are using the
word always follow followed by something
positive that is expected you're
operating in an all the time zone which
means your customers will often give you
high ratings and sing your Praises my
point is that being amazing isn't that
hard it's about paying attention to
details and now I've made it even easier
just do what is expected when you
consistently do what the customer
expects they will say they are amazing
and my favorite line I'll be back well I
hope you enjoyed this short lesson thank
you very much for tuning in this is Shep
hiking reminding you to always be
amazing