From the course: Customer Service Mastery: Delight Every Customer
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Nailing basics
From the course: Customer Service Mastery: Delight Every Customer
Nailing basics
- Idea number 15, about how to delight your customers is that maybe just doing the basics could be a delight. So for example, if you call people back when you said you'd call them, that can be a delight factor. I never expect people to call back. And when they do, I actually think that's really good. Or getting people's names right, is obviously a basic. But if somebody's got a really unusual name and you get it right. I'll give you an example of this. There's an Indian lady I know called Rathna. And I first encountered her when she was emailing me. She was a customer and she spells her name R-A-T-N-A. And so I always assumed she was called Ratna. And then when I met her, that's right, when I met her and I introduced myself, I said, hi, I'm Chris, great to meet you. And she said, "Hi, you know, I'm Rathna." And I said to her, oh, oh, I thought it was pronounced Ratna. Have I been spelling it wrong all this time? And she…
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