From the course: Customer Service Mastery: Delight Every Customer
Unlock this course with a free trial
Join today to access over 22,600 courses taught by industry experts.
Flexibility
From the course: Customer Service Mastery: Delight Every Customer
Flexibility
- We talked earlier about breaking the rules, and this one's a little bit similar, but not quite the same, which is flexibility. So how can you give your customers a bit of choice about how they do things, a bit more flexibility than they're expecting? So for example, when I'm dealing with my customers, they can phone me at the weekend if they want to. And I might be out and about, I might have to answer my mobile when I'm on a beach or whatever, but that's okay, that's fine. Maybe I won't answer, but at least they're welcome to phone me at the weekend, it's not a problem. Or they can phone me after 5:00 PM. So a bit of flexibility about when you deal with a person is one. I mentioned earlier on, I do love my bank, First Direct, and they are 24/7. So you can phone them at midnight. You can phone them on Saturday night, Sunday at 3:00 AM. They are always there. And that flexibility, I find that really useful. And obviously it costs them a little bit more to have somebody on all the…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.