How To Give Your Customer a Positive Experience

Customer service is important in any business because as anybody can attest to, we all want to feel valued and respected. Great customer service can lead to an increase in customer loyalty, an increase in customer spending and frequency, and positive word-of-mouth about your business.

How do you know what your customer wants and how can you deliver it? A survey of 1,300 were asked to rank the importance of nine customer service skills and the results said, “It is important for me as a customer that the person attending me…”

  1. Is prepared

  2. Makes me feel important

  3. Listens and responds to my feelings

  4. Meets or exceeds my needs

  5. Follows through

  6. Makes sure I am satisfied

  7. Acknowledges me

  8. Clarifies details

  9. Asks for ideas and offers me suggestions

These are all factors that contribute to a positive experience, but it’s also important to prioritise certain skills to be efficient.

On the other hand, we could come up with an even longer list of what can drive your customer away, but the worst negative customer experience is commonly when the customer is treated as an adversary. An “I don’t care” attitude can be perceived through a blank stare, your head held down, looking away and distracted fidgeting.

Avoid these negative impressions if you want to keep your customer happy:

  1. Making the customer wait

  2. Not answering the phone promptly.

  3. Not saying please and/or thank you

  4. Speaking loudly or condescendingly

  5. Making faces and not smiling

  6. Looking disheveled

  7. A poor handshake

  8. Focusing on another task while addressive or servicing a customer

A customer can easily take offense to these phrases: “That’s not my job,” “I’m not allowed to do that,” I have no idea,” and “that’s not our policy.” Instead, try: “I’ll find out,” “What I can do is…,” “Let me find the right person who can help you with…,” and “Let’s see what we can do about this.”

When things go wrong, always acknowledge that the customer is upset and don’t become defensive. By being proactive, empowered and listening to the customer, you can diffuse the situation and have the customer feel valued.

Lauren Robinson