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.