I had a good visit tonight with a client I enjoy. One of the things we talked about was customer service. I must hear a keynote speaker at every conference talk about customer service. We talk about it at PhoneSmart almost everyday.
What does it boil down to? I believe it boils down to interupting the customer’s expectations. Customers expect sales people and service agents to act a certain way. When the customer gets something unexpected and pleasant, they are jolted somewhat. This little jolt is what we all hope to see happening to our customers. It means we interrupted their expectation and delivered more and better than what they thought might be coming their way.
