The Power of Outstanding Customer Service and Positive Word of Mouth

Wednesday, June 14, 2017


“Do what you do so well, that people can’t resist telling others about you.”  

-       Walt Disney


Customer service is a powerful piece in your marketing toolbox. Providing superior customer service to every customer has a positive trickle-down effect for your organization. By creating excellent customer experience interactions, you can in turn get your customers to act as marketing vehicles for your organization through word of mouth.


As much as we would like to think so, customer service does not necessarily come naturally to everyone, and that’s okay. However, in order for your business to gain a competitive advantage, it is crucial that your team members have the training and tools they need to feel trusted and empowered to “wow” customers and exceed their expectations. Below are some ways your organization can work with employees to create an outstanding experience for your customers and turn them into walking advertisements for your business:


  • Provide training: You need to invest in providing training for your team to ensure they know how to treat customers and how to react in various situations. Incorporate real customer examples into your training via role play or by creating videos.
  • Ensure your staff know the products and services: If your staff know the products or services inside and out, they will be more confident in their interactions. Also, customers will put more trust toward an employee that can answer their questions and help them problem solve. If you don’t know an answer to a question, it is perfectly acceptable to say, “I don’t know, but let me find out.”
  • Listen: Listening is a crucial step in the customer service process. In addition, encourage them to ask questions to ensure they understand what you heard.
  • Be kind: Customers want to be treated with respect and want a friendly greeting when they contact your organization or arrive at your location for a product or service. Even a smile on your employee’s face can go a long way.
  • Provide a Personal Touch: Encourage your staff to get personal with your customers by sharing their personal experiences with the product or service. Also, get to know a little more about your customers, so you can use examples they will be able to relate to.
  • Manners are mandatory: It is critical that your employees thank customers in each and every interaction.
  • Be present: When a customer or client enters your business, they become the priority. If an employee is helping another party, they can still at least acknowledge the customer’s presence and let them know they will be with the soon. 
  • Solicit feedback: Customer service interactions can always be improved and tweaked. Develop a program to ask your customers for feedback whether it’s an online survey or a phone call after the interaction. If you know a customer had an outstanding experience, ask them to consider leaving a positive review on Facebook, Yelp or Google.


Your customers deserve the very best possible customer service and experience that you can provide. Not only does excellent customer service help you reach your goal of having happy clients and customers, but it will also impact your bottom line. If you are looking for assistance in enhancing and/or improving your organization’s customer experience, consider Chartwell Agency’s training opportunities.

-Karli Smith, Director

Hand-Crafted by Dooley & Associates