The document provides tips for delivering remarkable customer service. It recommends making customer service a company culture rather than just a department. Representatives should communicate as human beings rather than using scripts. Companies can surprise customers by periodically calling them to check on satisfaction and see how they can help rather than waiting for complaints. The goal is to transform representatives into trusted advisors who have customers' best interests in mind. Firms should view the customer experience from the customers' perspective to ensure they would be satisfied with the level of effort and service provided.

1. noam@wiserspread.com | www.wiserspread.com | 650.454.9544
5 Tips to Deliver Remarkable
Customer Service
7/2/2014

2. noam@wiserspread.com | www.wiserspread.com | 650.454.9544
What is Remarkable Customer Service
• Customer service is the point where customer
expectations meet reality while remarkable
customer service is when reality exceeds
customer expectations.
7/2/2014
• So how do you exceed
customer expectation?
(No, setting low
expectations is not it…).

3. noam@wiserspread.com | www.wiserspread.com | 650.454.9544
Culture
• Most of your employees
will never see or speak
with a customer, so it’s
best to implement an
internal customer-provider
policy, this way, your
organization will “speak”
service, not just follow
instructions...
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• Customer Service is not just a department; it’s a
culture.

4. noam@wiserspread.com | www.wiserspread.com | 650.454.9544
Be Loose
• When speaking with customer support representatives or
listening to IVR (Interactive Video Recording) we usually
hear the same boring scripts and templates; “Your call is
important to us… one of our representatives will be with
you shortly” be loose, communicate as a human being
and not a machine.
• Examples? Eliminate call scripts! Don’t pass the
customer to another department before another
representative picked up or call your customer by name.
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5. noam@wiserspread.com | www.wiserspread.com | 650.454.9544
Surprise Them
• Do the unexpected!
• Once a week call a random
customer (not a manager) and
ask him whether he satisfied
with your service and solution.
And what can you do for him?
• Very fast you will build a
relationship with your
customers from the bottom up.
Or make small gestures to your
quiet customers.
7/2/2014

6. noam@wiserspread.com | www.wiserspread.com | 650.454.9544
From Customer Representatives to
Trusted Advisors
• Show your customers that you have their best
interests at heart, and you will deal with them with
candour – always being honest about what you can
and cannot do.
7/2/2014

7. noam@wiserspread.com | www.wiserspread.com | 650.454.9544
Reshuffle your customer experience
• It’s sad, but customers do not see the internal
amount of effort that is being invested by your
business, so simply put yourself or someone you
trust in the customer shoes and ask yourself if that is
the experience you would like your customers to
have.
• In other words – view the customer experience from
the outside in.
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IT TAKES MONTHS TO FIND A CUSTOMER….. Seconds to loose them