In fact, he says that this level of customer commitment is within reach of most every organization for one simple reason: You don't have to deliver extraordinary service. You simply have to be consistent in delivering better than average service.
In the June issue of industry publication "Customer Service Newsletter,"
You don't have to call your customers members, as American Express does, to give them a member experience, but you do have to treat them like members. For Hyken that means reps must be trained to handle calls in a courteous and professional manner, to use the customer's name when possible, and to use all of the tools available to have customers' records and buying histories at their fingertips.
More on customer amazement, using social media to boost customer support and grooming future service managers is in the June issue of "Customer Service Newsletter."
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About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."