The Customer Service Check Box

Customer Service Check Box

The process seemed like every other company. Place the order. Wait for the package to arrive. Check to make sure that everything is in the package upon arrival.

But this company is different.

At the top of the packing sheet is this small little check box.

“Problem with your order? Let us know! You can blame:”

What a simple way to send a message to your customers.

“We may not get everything right, but let us know if we don’t. And by the way, we are also letting you know that there are actual people behind this order. People who are responsible for getting it right.”

But this check box is not just for the customer, it is for those 6 people who work there. They take pride in their work, enough to say “I am putting my name on this and call me out if it is wrong.”

What simple check box, process, or idea could send the same message to your customers?

By the way, when the order arrived it was not exactly what I ordered. You see this company always adds a little extra bonus gift with your order. So I got what I ordered and a nice surprise as well.

Think about the message that sends.

 

5 Customer Service Skills

Customer Service is on my mind. The recent interactions with companies combined with updating my own presentation to prepare for a few upcoming sessions may be the root cause, but it is there.

While in the middle of updating some materials, an email arrived. It asked a simple question.

“What are the top 5 Customer Service Skills from your perspective?”

I let that email sit for about a week while I pondered my response.

Below is my list.

1. Empathy – the ability to see our customer’s world, their challenges, their struggles even when they seem to do something that we do not understand or agree with.

2. Follow Through – essentially being able to bring about a solution without stopping along the way and learning to either “Ask or Act” if we get stuck.

3. Respect – to treat customers as if we are trying to earn their trust, loyalty, and partnership each day, everyday.

4. Ability to Listen – to hear what is really happening, and not just assume what is being requested or needed.

5. Flexibility & Empowerment – to have enough margin and competence within your sphere of influence to solve what can be solved if possible.

Now a question for you.

“What are the top 5 Customer Service Skills from your perspective?”

We all look forward to your list.

Speaking of Customer Service

I am always looking for new customer service stories. Good or bad, I love to hear how we are all treated by companies and organizations. These experiences help us learn to provide good customer service to our customers either internal or external.

A few years back, a family member gave me a digital thermometer. It is one of those seemingly practical gifts that turns out to be something you use everyday. It has become essential to our cooking.

But there was a problem. We melted/lost the little plastic cover to the battery compartment. For months we had a piece of tape covering the spot, and the battery would fall out of place, requiring repositioning the battery over and over again.

The other day, as I was wrestling with the device, I noticed there was an address and phone number listed on the side.

I called.

Rachel answered the phone. She was nice and listened to my tale of the missing cover.

“I can send you another one right away. Which color is it? Red? Yes we just need your address.”

I thanked her and immediately got an email confirmation that the little red cover was on its way.

Yesterday I went to the mailbox and retrieved a small brown envelope. After a quick tear of the top, the contents slid into my hand.

It was not the cover that made my day.

Customer Service

What a simple act. What an amazing way to demonstrate to a customer that the call, the part, or the issue was not a burden.

Thank you Rachel for setting a standard for all of us.