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"The Thank You Effect" is an example of a small action that prompts meaningful next steps to measurably improve service in any company.
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Customer Service

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1.

1.WHEN IN DOUBT, BE NICE.

"The Thank You Effect" is an example of a small action that prompts meaningful next steps to measurably improve service in any company.
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2. ALWAYS SAY "THANK YOU"

WHEN YOU RESPOND
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3. SUGGEST A SOLUTION TO THE PROBLEM

IN ADDITION TO ASKING FOR MORE INFORMATION
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4. OFFER ADDITIONAL ASSISTANCE

EMAIL OR CALL BACK.
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5. COMMIT RANDOM ACTS OF WOW.

BE MORE AWESOME.
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6. FOLLOW UP

AND LET THE CUSTOMER KNOW YOU DIDN'T FORGET THEM.
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7. REDUCE DECISION FATIGUE

BY USING MORE CLOSED QUESTIONS.
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8. TAKE OWNERSHIP

OF THE CUSTOMER AND DON'T LET THEM DOWN.
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9. SHARE WHAT YOU DISCOVER

WITH YOUR PEERS AND THE WORLD.
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10. CATCH PEOPLE

DOING SOMETHING RIGHT.
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11. IDENTIFY KNOWLEDGE GAPS

THAT NEED TO BE FILLED.
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12. FIND THE CUSTOMERS

WHO NEED EXTRA ATTENTION, AND DELIVER IT.
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13. CREATE AN ESCALATION PATH

AND UNDERSTAND HOW MANY CASES ARE ESCALATED.
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14. MAINTAIN RELATIONSHIPS

WITH TOP CUSTOMERS.
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15. TRY IT FROM THE CUSTOMER'S

POINT OF VIEW.
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16. RESPOND FAST.

IF YOU DON'T KNOW, SAY SO.
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17. PROVIDE SUPPORT

BY EMAIL, PHONE, OR BAT SIGNAL.
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18. HAVE LOTS OF WAYS

FOR CUSTOMERS TO CONTACT YOU.
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19. GET MORE SLEEP

AND BE SURE TO EAT BREAKFAST.
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20. Build A Bench of Amazing People

WHO HAVE DIVERSE EXPERIENCE AND STRENGTHS.
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21. Share some interesting content

WITH CUSTOMERS EVERY DAY.
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22. Ask customers, employees, and partners

“HOW CAN WE DO BETTER”?
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23. Ask daily or weekly

WHAT’S ONE THING THAT I  COULD CHANGE?
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24. Find other people who care about customers

AND TALK TO THEM.
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25. TAKE MORE WALKS

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26. When you find SOMETHING that helps the customer

WRITE IT DOWN AND SHARE IT.
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27. GO FOR IT

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Theresa Cook

Haiku Deck Pro User