A Key to Customer Service is Keeping Your Promise

This evening our team participated in a group exercise about how we can improve customer service. We discussed the following four characteristics associated with delivering exceptional customer service: keeping promises, active listening, attitude and the power of persuasion.

Although each area drew an equal amount of participation it was the discussion around keeping promises that interested me most.  I discovered three basic elements that every person in sales should know – (1) As a member of the company, you are the expert and the curator of the customer experience (2) that the most important thing any member of any company can do is to deliver proper expectations (3) and that every effort should be made to keep any promise made to the customer.

In order to drive home the point of keeping the promise to the customer we used the following clip from a Seinfeld episode which proved to be a great way to convey the message.

Although obvious when thinking about it, keeping the promises made to your customer will differentiate your company from the rest.

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One thought on “A Key to Customer Service is Keeping Your Promise

  1. Perfect allegory. Anybody can TAKE a reservation!

    I find it to be evident which companies truly care about their customers. It can be as simple as staying on the line during a transfer to another department, to ensure proper hand-off. Quality customer service seems to be more and more rare these days. It is good to see companies who make it not an aside, but a central tenet.

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