Introduction to Spectacular Service - A 7- Part Recipe to Move Clients From Anxiety to Joy

Abstract:     
When clients complain – in any industry, whether it’s service or product based, and whether it’s an internal client or an external client -- our first instinct is to try to solve their problems. Although solving their problem is important, it’s only one part of a spectacular service interaction.

In order to maintain strong client relationships, we must also resolve the emotional aspect of the interaction. You must address the impact the problem has had on the client's life and how the client feels about the circumstances. Ignoring this emotional aspect can limit your relationship, even if the technical side of the problem can be solved quickly and painlessly.

Think about the last time you had an issue with a product or service. Let's say when you called in to complain you experienced stellar client service. When was your opinion of the company highest? Back when you hadn't had any issues with them at all? Or after you called in and were treated with excellent care? Chances are it's the latter.

Every company falls down sometimes; it’s how we get back up that separates us from the competition.

Spectacular service is a seven-step recipe for reintroducing integrity into our relationship with a client by turning that client’s anxiety into joy, and ultimately, winning affinity and loyalty from the client.

Number of Pages in PDF File: 8

Keywords: customer service

working papers series