From the course: Phone-Based Customer Service
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Deliver moments of "wow"
- So far we've focused on core skills for customer service over the phone, like tuning out distractions, listening, and using visual references to communicate. You might be thinking, what does all that have to do with exceeding expectations? Tuning out distractions, listening, and communicating clearly, all help you better understand what your customer expects. Understanding your customer's expectations allows you to find opportunities to exceed them. Once you spot the opportunity, you can take action. One technique is to send your customer a surprise. You might send a gift card to a loyal customer as a thank you for their business. If a customer had a really bad experience, you might send flowers or candy along with an apology note. In one famous story, a technical support rep was on a long call with a customer, when she heard her customer mention he was hungry. She went online and had a pizza delivered to him. When…
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