Customer Service Excellence through BrainstormingCustomer Service and BrainstormingWhat do they have to do with each other?There are two broad categories of customer service excellence:1. Providing the best service to all your customers in ways that get talked about.2. Saving a disaster from happening because a customer is not satisfied with your service. The first is important all the time. The second requires finesse. Satisfied is delivering what was expected.Satisfied is boring.Satisfied is not worth talking about. 'Satisfied' customers may not mention your company to anyone. Amazed customers will tell their best friends. Angry customers will tell anyone and everyone they can. It is their way to get back at you and often they feel the stories are entertaining, or at least garner sympathy. Both categories can be helped by brainstorming with customers. Ask customers to think of three things you could do that would make their next visit wonderful and memorable. Ask the angry or difficult customer to suggest three things you can do right now to take away the 'pain.' Once you are able to satisfy the current issue. Ask the customer if he would be willing to brainstorm with you to come up with ideas that could avoid the problem in the future. Sometimes, the cause of the error and the way to avoid it seems so obvious you can't imagine anyone thinking of anything but the obvious. Brainstorming allows you to get past the obvious and come up with ideas you wouldn't have thought of. Sometimes problems and difficult customers open up opportunities to provide unique, superb, and memorable customer service. Sign up for a one-hour webinar on customer service excellence no matter how difficult the customer.
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