This blog post was written by Nicole, our Customer Experience Representative. It is part of our "Business Growth Insider" series. Read our other posts here. Our hope is that by sharing our journey and experiences, you may be able to discover something useful to apply within your own business or organization.

After being in the Customer Service field for nearly ten years, you learn tips and tricks along the way to truly leave an impression on customers. You realize you don’t need to sacrifice parts of your company or much of your time to leave a lasting impression. I have received plenty of recognition and numerous awards regarding my personalized customer service. Each interaction is unique, but the five tips below have helped me to continuously deliver superb customer service.

1. Smile

When greeting customers, there is nothing more welcoming than a genuine smile. You’re able to set the tone from the beginning with a simple, kind gesture. Follow the same practice with phone calls because customers can undoubtedly hear a smile in your voice. Listen to yourself saying a sentence; the first time while smiling and the second without smiling. You’ll be able to hear the difference as will your customers.

2. Exceed Expectations

Think about the last time you left a business and had a “wow” experience: the type of experience that makes you want to tell everyone you know how blown away you were. Exceeding a customer’s expectations doesn’t need to be a large gesture. Taking an extra minute to make a connection with your customer can take an average experience to an extraordinary experience. Try sending customers a handwritten ‘Thank You’ card after a purchase. Simple gestures will leave lasting impressions on clients and generate repeat business.

3. Use Positive Language

Your customer has just presented you with a request you know your company will not be able to fulfill; how do you respond? “Sorry, that won’t be in stock for a while.” “Nope. Cannot be done.” “Sorry, we can’t do that.” Using positive language instead of a response listed above will set your business apart from the competition. Try using a variation of “While we aren’t able to THAT, I feel THIS would be the best alternative. Would that be okay with you?” Even if you aren’t able to execute their exact request, giving them alternatives will make them feel valued rather than shut down.

4. Empathy

Customers are going to come across issues and they are going to look to you for a resolution. When a customer addresses you with an issue, showing empathy could immediately relieve tension and concern the customer may be experiencing. Expressing concern with issues as if they were your own will show your customer how vested you are in assisting them. In some cases, however, customers may reach out with a simple question, yet begin to explain an issue they are personally experiencing. Even if the issue or conversation does not directly involve your company, acknowledge what the customer has said but redirect the conversation back to the initial reason for the interaction. “I’m sorry to hear about your surgery, Mrs. Customer. All of us here at COMPANY hope you have a speedy recovery. Did you have any additional questions on PRODUCT ? I’m sure you will receive it before your surgery.”

5. Listen

When a customer approaches you through any line of communication, odds are they are coming to you with an issue or general question. Let the customer explain the reason they are reaching out to you and give them your full attention; customers want nothing more than to be heard. Once they have completed their thought, proceed with recommendations or resolutions. Do not interrupt the customer mid-thought, this gives them the impression you are rushing them or may not have the time to assist them.

Lifetime Creations is a promotional products distributor and online retailer of personalized gifts. Join our email list here to receive news and insights for your business/organization.