Service Untitled

More often than not, going the extra 50 feet can be rather easy. One easy way to go the extra 50 feet and make a big difference is to take a minute to look up a customer’s account before you give them a call or as soon as you have enough information to do so. Chances are, it is something you’ll have to do anyway, so you might as well do it in advance and impress the customer.

If you have the customer’s phone number (from a voicemail or a callback request), put it into your system and see if anything comes up. If you have their email address, look it up. If you have their name, see what you can find. Most of the better systems give you a number of ways to search for a customer. Once you’ve found the customer’s account, see if there is anything obviously wrong with it that could be causing a problem. Check to see who they are. When did they last call? The goal is just to glance at the screen and get a basic idea of who this customer is and what their story is about.

The broader goal, of course, is to make the customer service experience as soon as possible. That way, when you give that customer a call back or send them an email, you can say something along the lines of:

Mr. Smith, thank you for calling. I looked into your account and it looks like your most recent payment to us didn’t go through for some reason. I ran your credit card again and the payment went through successfully. Your service should be restored now. I apologize for the inconvenience.

Boom. First contact resolution. There are an infinite number of ways you can do something similar and make a big difference. The customer will be delighted that you took the time to look into his or her issue before reaching out and you’ll be delighted with how much time and effort you save.

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