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Going the extra mile as customer service

By Special Guest
Marinus Nutma.
June 18, 2020



If you work in customer service, you have to deal with lots of questions and you often have to handle angry customers. But luckily there’s also loads of ways to give customers a smile on their face by going the extra mile. Here are some tips that might help!

1. Send a small thank you-gift for a good review

For a company, good reviews are everything. A raving review can have a big influence on doubting potential customers. That’s why a small thank you gift to those reviewers can make them happy - and even more enthusiastic customers! Never underestimate the power of a nice, handwritten card and a thoughtful gift. You can also make sure you always have some personalised items in stock. Did you know you can get your company’s name or logo printed on almost everything? Everyone knows that you can print on pens and other stationery, but you can e.g. also print on power banks (Dutch: powerbanks bedrukken), which is a thoughtful gift that customers can actually use a lot.

2. Spot problems early and de-escalate

Do you notice any recurring problems that customers complain about? Then it’s important to flag this of course, but just in case the issue can’t be internally fixed straight away, you’re going to have to deal with it for a while. In those cases, it’s a good idea to de-escalate before the customer gets angry, e.g. by doing something extra, like upgrading their package or giving them a better deal. If you do this before they ask for it or complain, they’ll be pleasantly surprised - they might even give you a good review because of it!

3. Ask for extra training

We know that customer services are often swamped. And while everyone gets training to start their job, it’s never a bad idea to get extra training in dealing with super angry customers, for instance. It can never hurt to ask for some extra training! The person that gives you the training might give you some really handy ideas on how you can make ambassadors that happily talk about your company from angry customers.

Good luck!



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