Do what you can behind the scenes.

This might seem obvious, but whenever possible, try to do little things behind the scenes for customers. The little things that you do behind the scenes for customers are the things that end up making the biggest difference in the customer service experience. Customers tend to take note of them and they tend to remember them. For example:

Offer to send an email for the customer. Instead of asking the customer to email “support@company.com” or email the marketing team or whatever the case is, send an email for that customer. Just send the email for the customer (be sure to carbon copy them). Employees shouldn’t make it a big deal – they should just do it.

Offer to call the customer when it comes back in stock. Instead of telling a customer “we’re sold out” and watching them leave, offer to take down their name and phone number and call the customer when the product comes in.

Send them the documentation. A lot of technology companies run into problems where customers want them to support things outside of their scope of support. When this happens, a great way to make a customer feel better and still help them to some degree is to send them an email with the link to the documentation.

Send them something without the customer having to ask. Instead of the customer asking you to reset their password, send them the bill in the mail, etc., do it pro-actively. If it is something like sending an email (which is completely free), then there is usually very little reason to hesitate. When the customer asks, you can say “I already went ahead and sent that for you, Mr. Smith.” If they don’t ask, simply work it into the call.

The most important part is to examine your business processes and constantly ask yourself “how can I make this easier for customers?” If you’re looking hard enough, you’ll find plenty of things you can do. If you can’t find anything, then you probably aren’t looking hard enough. What are some little things that you do for your customers that tend to make a difference?

3 Responses to “Do what you can behind the scenes.”

  1. Steven Di Pietro said:

    Sep 10, 08 at 8:25 am

    I love the simple tips. I go to a regional phone company office which volunteers to call the central office on my behalf. Although I wait the same amount of time on the phone, the office employee waits on the phone for me.

    Once they get through they know exactly what to say and have the question answered quickly. Little but keeps me going back.

  2. Stefan said:

    Sep 15, 08 at 10:10 pm

    Great tips. I wish everyone would take these tips as serious as they are. Here in germany its often very difficult to get good service :/

    By the way: Nice blog. I defenitely will come back 🙂

  3. Service Untitled said:

    Sep 16, 08 at 12:26 am

    @ Steven, thanks for your comment. That is a perfect example of a little thing that can make a big difference. Thank you for sharing.

    @ Stefan, a lot of people don’t appreciate the little things. And I don’t think bad service is unique to Germany. There is certainly plenty of it in the US! I’m looking forward to seeing you around the blog.