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Developing your people to enhance your customers experience

Little Things That Can Make A BIG Difference


Marie Cross

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No, I’m not talking about myself although us “five-foot-somethings” are useful and effective little people!

I’m thinking something more along the lines of the Tesco related strapline of ‘Every Little Helps’ – and here at FIT we are real advocates of those 1%’ers that add up to making a 100% difference in your business.

This blog, you will notice, is rather shorter than my usual efforts.  That is because my aim today is to demonstrate the truth of the title.

I’m talking about the little things that you can do in your business that can improve customer service and the perception your customers have of your business.

I am a big fan of a short list, so here goes…

1)   Be nice and always say ‘Thank you’. Even if it’s a complaint.

2)   Go for the ‘WOW’ with your customer. Random acts of kindness go a long way!

3)   Follow up after an issue has been resolved to let the customer know you haven’t forgotten about them.

4)   Put an ‘expiry date’ on knowledge and training - review / renew / redo. Business and customer opinion is constantly evolving. What was good enough yesterday, might not be so today - we all need to keep up with the changes.

5)  Ask customers and employees: “how can we do better”? Then do better!

Of course there are many, many little things that you can do to start to make a huge difference in your organisation, but you’ve got to start somewhere, right? So, why not give these a go as your starter for ten… and keep going!

FIT Tip You cannot improve one thing by 1000% but you can improve 1000 little things by 1%


Cross Marie


Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!

Hello...I'm Marie Cross!

Marie Cross

...and I'd love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.

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