5 Musts for Successful Customer Interactions – (Before You Provide Customer Service, You have Customer Interactions)


So, as you prepare to provide that excellent customer service, that superior customer experience that you intend, you have to first have successful interactions with that customer.

Getting this right is crucially, critically important.

Here are five musts for successful customer interactions:

#1 – Make sure you listen – listen really, really well.

  • “I think this is what you are telling me about what matters most to you. Have I got that right?”

#2 – Make sure they trust you.

  • They have to trust your competence.
  • They have to trust your intent of goodwill (You really do want the best for them).

#3 – Make sure they recognize your value.

  • For example: “Yes, we may cost a little more, up front. But our clients tell us, and others, over and over again – it’s better to get it right than to pay, sometimes more than once or twice, for getting it less-than-right.”

#4 – Make sure you are easy to work with – no hassles!

  • “I’ll/we’ll take care of that for you…”

(and, #5 – Learn to respond well — while never “sounding canned”).

Here they are again:

#1 – Make sure you listen – listen really, really well.
#2 – Make sure they trust you.
#3 – Make sure they recognize your value.
#4 – Make sure you are easy to work with – no hassles!
(and, #5 – Learn to respond well — while never “sounding canned”).

I suspect this is not an exhaustive list. What would you add to your “musts” list for successful customer interaction?

—————

Negotiating at work(Though it is not a direct “connection,” this post was partly prompted by my reflections on the excellent book Negotiating At Work: Turn Small Wins into Big Gains by Deborah M. Kolb and Jessica L. Porter).

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