Exceptional Customer Service: Do You Deliver It? | Accelerated ...

Posted by Amy Evans, April 11, 2012

After many years of providing what I believe to be exceptional customer service to clients, it never ceases to amaze me that there are still business owners and sales professionals who don?t understand the fundamental value of customer service. And they certainly don?t have a clue what it means to provide exceptional customer service. I find it invigorating when I can exceed my customers? expectations.

The fallout from not practicing exceptional customer service can be devastating to a business owner or a sales professional?s funnel. In my own experience, I lived on the receiving end of poor customer service for way too long, trying to give a certain business owner the benefit of the doubt. I kept thinking that perhaps my expectations were too high ? after all, part of my job is to train sales professionals, business owners, and leaders on the importance of exceptional customer service. But I finally realized that the bottom line is this: no matter what the customer?s expectations are, they are not too high. If you think they are too high, you need to exit the business relationship professionally and gracefully.

Unfortunately I had to end my relationship with that business before our contract was completed. But I also provided a few tips to the owner on my way out the door:

1. Apologies are important: An apology first and foremost has to be SINCERE! Also, it should not start with or include phrases such as ?I am sorry you feel disappointed.? Instead, try ?I am sorry you are disappointed; what can I do to correct this??
2. Take ownership: This means that no matter where blame lies (and there is usually plenty to go around with all parties), state what you are responsible for and make an offer to resolve it. For example, ?I have not met my estimated timeline, so I would like to propose? Do you think this will get us back on track to meeting your expectations??
3. Communication is key: Never skimp on communication. When in doubt, over communicate. If it?s too much communication, your customer will typically let you know. Under communicating fosters skepticism and creates doubt about all of your capabilities. Strong communication is the foundation of exceptional customer service.

Can you relate to any of these? Are you delivering ? or receiving ? exceptional customer service?

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