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Customer Experience For Dummies by Bob Kelleher, Roy Barnes

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Chapter 18

Ten Ways to Improve Your Experience Delivery

In This Chapter

arrow Exercising patience and listening

arrow Becoming an expert in your area

arrow Being proactive, following through, and persevering

arrow Triaging customers

arrow Understanding the importance of smiling and body language

Want to improve your own customer experience delivery in a hurry? Here are ten things you can change today that will make an instantaneous impact on your customer interactions.

Be Patient

Patience, as they say, is a virtue — and it’s one that people who deal with customers must have in buckets. Here are some tips for dipping into your inner well of patience when dealing with a difficult customer (or other work frustrations):

  • Take a deep breath and let it out slowly.
  • If you’re dealing with a customer on the phone, ask her to hold for just one moment. Then consciously focus on relaxing your body.
  • If you’re dealing with a customer face-to-face, remove yourself from his presence for a moment. Step into a back-office area ...

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