In today’s competitive business landscape, customer retention has become more crucial than ever. Building strong relationships with existing customers is not only cost-effective, but it also helps drive long-term business growth. One powerful tool that can make a significant impact on customer retention is a well-crafted call script.
In this comprehensive guide, we’ll explore the ins and outs of creating an effective customer retention call script. We’ll break down the essential elements of a successful script, provide real-life examples, and share expert tips to help you retain customers over the phone. Whether you’re in a customer service role or managing a call center, this guide is packed with valuable insights to level up your customer retention game.
So, grab your notepad, and let’s dive into the world of customer retention calls and how to master them!
Customer Retention Call Script: Making Subscribers Stick Around
Why Talk to Your Customers
Customer retention is the Holy Grail of any business. You want your customers to not only keep coming back for more but also become loyal fans who stick with you through thick and thin. And what better way to foster that loyalty than a good old-fashioned phone call?
Building a Strong Rapport
Before jumping into the nitty-gritty of a customer retention call script, let’s take a moment to appreciate the art of rapport-building. You’re not just another telemarketer trying to sell them the latest miracle gadget. You’re a friendly voice on the other end, genuinely interested in what they have to say (even if you can’t really see them nodding on the phone).
Casual Conversation Is the Key
Alright, let’s get down to business. When it comes to crafting a customer retention call script, the key is to strike a balance between being informative and casual. You don’t want to sound like a robotic recording, but you also don’t want to go off on tangents about your latest hiking adventure (unless, of course, they bring it up).
The Magic Formula: Acknowledge, Empathize, Solve
Now that we’ve set the stage, it’s time to delve into the magic formula for a successful customer retention call script. It all boils down to three simple steps: acknowledge, empathize, and solve.
1. Acknowledge the Issue
Start by acknowledging the customer’s concern or query. Show them that their voice is being heard and that their satisfaction is a top priority. Use phrases like “I understand” or “I see where you’re coming from” to let them know you’re on the same page.
2. Empathize with Their Situation
Next, put yourself in their shoes. Show genuine empathy for their situation and let them know you’re here to help. Use phrases like “I can imagine how frustrating that could be” or “I’d feel the same way if I were in your shoes” to create a connection and build trust.
3. Offer a Solution
Finally, suggest a solution or offer assistance. Be confident in your ability to resolve their issue and give them options to choose from. Remember, you’re not just a problem-solver; you’re their trusted ally. Use phrases like “Here’s what we can do to fix this” or “Let me take care of that for you” to instill confidence and assure them that their satisfaction is guaranteed.
Crafting a customer retention call script is an art, not a science. It’s about striking a balance between friendliness and professionalism, empathy and problem-solving. So pick up that phone, put on your best “friendly expert” hat, and watch those subscribers stick around for the long haul.
Customer Retention Examples
The Art of Keeping Customers Happy
Customer retention is an essential aspect of any successful business. While maintaining customer loyalty may sometimes feel like an uphill battle, having a killer call script can make all the difference. Here, we will share some customer retention examples that showcase the power of a well-crafted conversation.
Unleashing the Compliment Bomb
When a customer provides positive feedback or expresses satisfaction with your product or service, don’t let it slip by unnoticed! Use it to your advantage. Start by showering them with appreciation and gratitude, like a confetti cannon of compliments. Acknowledge their loyalty and emphasize how important they are to your company’s success. By making customers feel valued, they will be more likely to continue supporting your brand.
Overcoming Objections with Humor
Customers often have concerns or objections that stop them from fully committing to a purchase or remaining loyal. However, with a touch of humor, you can effortlessly turn their hesitations into opportunities. Take a light-hearted approach and use witty remarks to address their concerns. By infusing laughter into the conversation, you’ll create a memorable experience and increase the chances of customer retention.
Surprise and Delight
Who doesn’t love surprises? Take your customers by storm with unexpected gestures of appreciation. Create moments that make them feel like they’ve stumbled upon a hidden treasure. Whether it’s a personalized note, a small gift, or a discount on their next purchase, these unexpected delights will leave a lasting impression. The element of surprise not only strengthens the customer relationship but also motivates them to stay with your brand.
The Power of the Personal Touch
In today’s digitized world, personalization is key. Treat your customers like old friends you haven’t seen in a while. Remember their names, inquire about their lives, and find common ground. Make them feel as if they are talking to a friend, rather than a faceless company. By creating a warm and personal atmosphere, you’ll forge a deeper connection that will keep customers coming back for more.
Going the Extra Mile
When it comes to customer retention, going above and beyond is the secret ingredient. Take every opportunity to exceed expectations and deliver an unparalleled experience. Offer personalized recommendations, provide exceptional support, and solve problems promptly and efficiently. By consistently going the extra mile, you’ll establish a reputation for excellent service and build a loyal customer base.
Customer retention is about more than just having a stellar product or service — it’s about building relationships. By utilizing these customer retention examples and infusing your conversations with a sprinkle of humor and personalized care, you can create a customer experience that is unforgettable. Remember, every call is an opportunity to strengthen your customer base, so go forth, unleash the power of your call script, and watch your business thrive!
Mock Call Script for Banking
Introduction
When it comes to customer retention in the banking industry, having a well-prepared call script can make all the difference. But who says it has to be boring? We’ve come up with a mock call script that will not only help you retain customers but also entertain them along the way. So, grab your headset and get ready to dial!
Warm Welcome
Agent: Hey there! This is [Your Name] calling from [Bank Name]. How’s it going?
Customer: Uh, hi. I’m just busy, you know, adulting.
Personalized Approach
Agent: Totally get it! I’ll keep this brief. By the way, I noticed you’ve been rocking those savings lately. How do you do it?
Customer: Haha, well, I try to stash away a bit every month. It’s tough, but I manage.
Exclusive Offer
Agent: I’m glad to hear that! Now, hold on tight because I have an offer you won’t be able to resist. How about upgrading your savings account to our exclusive “Money Master” package? It comes with a magical money-growing wand and a personal financial advisor named Larry. Trust me, Larry knows his stuff!
Customer: Wait, a magical wand? Tell me more!
Benefits and Features
Agent: Absolutely! With the “Money Master” package, you’ll enjoy higher interest rates, priority customer service, and personalized investment recommendations from Larry. And did I mention the wand doubles as a pen? It’s a real multitasker!
Customer: Haha, that sounds intriguing. But what’s the catch?
Addressing Concerns
Agent: No catch, my friend. Our aim is to help you make the most of your hard-earned money. We believe in providing value to our customers, like you. Plus, if you sign up now, you’ll receive a free unicorn piggy bank. Who can resist that?
Customer: Well, unicorns are pretty cool. I might consider it.
Closing the Call
Agent: That’s what I like to hear! Don’t worry; I’ll send you the details via email. If you have any questions, Larry and I are just a phone call away. Have a fantastic day, and keep rocking those savings!
Customer: Thanks for reaching out. I’ll definitely think about it. Bye!
And there you have it – a mock call script that not only retains customers but also adds a dash of humor to their day. Remember to adapt the script to your bank’s products and services. Who knows, with a little creativity, you might just make customers look forward to your calls! Happy dialing!
Customer Service Call Metrics
The Numbers Game
When it comes to customer service, it’s not just about providing friendly and helpful support. It’s also about keeping track of the numbers to ensure you’re meeting your goals. Let’s dive into some key customer service call metrics that can help you gauge your performance and keep those customers coming back for more.
Average Handle Time: Don’t Get Tangled Up
First up, we have the Average Handle Time (AHT). This metric measures the average duration of each customer call, from start to finish. While you might think that longer calls mean better service, that’s not always the case. Customers appreciate efficiency, so keep your AHT in check to prevent them from getting tangled up in lengthy conversations.
First Call Resolution: One and Done
Nobody likes being bounced around from person to person when seeking assistance. That’s where the First Call Resolution (FCR) metric comes into play. This metric indicates the percentage of calls that are resolved on the first contact. Strive for a high FCR rate, because if you can resolve their issues in one go, customers will be singing your praises.
Customer Satisfaction: The Happiness Indicator
Want to know if your customers are truly happy with your customer service? Look no further than the Customer Satisfaction (CSAT) metric. This measurement gauges customer satisfaction based on their experience with your support team. Keep those CSAT scores high by providing friendly, helpful, and personalized service. Happy customers are more likely to stay loyal for the long haul.
Net Promoter Score: Spreading the Love
Speaking of loyalty, the Net Promoter Score (NPS) metric is a fantastic way to measure customer loyalty and gauge the likelihood of them recommending your brand to friends and family. By asking customers a simple question like, “On a scale of 0-10, how likely are you to recommend us?” you can gather valuable insights. Aim for high NPS scores to ensure your customers become your brand advocates.
Abandoned Calls: Don’t Let Them Get Away
We’ve all been there – waiting on hold, only to give up and hang up. Abandoned calls are a frustrating experience for customers and a missed opportunity for your brand. Keep an eye on the Abandoned Calls metric to identify any pitfalls in your customer service workflow. By minimizing abandoned calls, you’ll prevent valuable customers from slipping through the cracks.
Escalation Rate: The Hot Potato Hazard
We all love a good game of hot potato, but when it comes to customer service calls, it’s best to avoid passing the buck. The Escalation Rate metric measures the percentage of calls that need to be escalated to a higher level of support. Lowering this metric means taking ownership of issues and resolving them promptly, saving your customers from having to explain their problem over and over again.
In conclusion, mastering these customer service call metrics is the secret sauce to keeping your customers satisfied and loyal. From average handle time to escalation rates, these insights will help you fine-tune your support operation and create a delightful customer experience. So go ahead, embrace the numbers game and watch your customer retention soar.
What is Customer Retention Rate
Customer retention rate is basically the superhero of the business world. It’s the metric that tells you how many of your customers have stuck around, despite all the distractions and temptations out there. Think of it as your very own group of loyal fans, cheering you on and helping your business thrive.
The Magic Number
So, what exactly is this customer retention rate? Well, it’s a percentage that represents the number of customers you’ve managed to keep over a certain period of time. It’s like a scorecard for your business, showing how successful you’ve been at keeping those valuable customers coming back for more.
The Formula (Don’t Worry, No Math Required!)
Now, I know what you’re thinking: “But I’m not a math person!” Don’t worry, I’ve got you covered. Calculating your customer retention rate is actually pretty simple. All you have to do is take the number of customers you have at the end of a certain period, subtract the new customers you acquired during that same period, and divide it by the number of customers you had at the beginning. Voila! You’ve got your customer retention rate.
The Importance of Keeping Customers
Customer retention is like the holy grail of business success. It’s not just about making sales; it’s about building relationships and creating loyal customers who keep coming back for more. This is where the real magic happens. After all, it’s much easier and more cost-effective to keep an existing customer happy than it is to attract a new one.
The Benefits are Endless
When you focus on customer retention, the benefits are endless. Not only do you get to enjoy the steady stream of revenue from those loyal customers, but they also become your biggest advocates. They spread the word about your business, refer their friends and family, and give you those coveted positive online reviews. Plus, when you have a loyal customer base, it’s much easier to upsell and cross-sell your products or services.
So, now that you know what customer retention rate is, it’s time to unleash your inner superhero and start focusing on keeping those customers happy. Remember, the key to success is building strong relationships, providing exceptional customer experiences, and making sure your customers feel valued and appreciated. So, put on your cape, grab your customer retention call script, and go out there to save the day, one loyal customer at a time.
Telephone Script for Incoming Calls
Introduction
Handling incoming calls is crucial for customer retention. A well-crafted telephone script can make all the difference. So, buckle up and get ready to impress those callers with your charm, wit, and exceptional telephone skills!
The Greeting Game
First impressions matter, so let’s start the call off on the right foot. Begin with a warm and friendly greeting that makes customers feel like they’ve just stumbled upon a hidden treasure chest of awesomeness. Remember, enthusiasm is contagious!
Building Rapport
Once you’ve nailed the greeting, it’s time to build a connection with the caller. Show genuine interest in their needs and empathize with any frustrations they may have. Think of it as developing a friendship, but without the awkward hugs (unless you’re into that kind of thing).
Learning the Customer’s Story
To truly understand the customer and their needs, it’s essential to ask the right questions. We’re not talking about the meaning of life here (although that would be interesting), but rather questions that help you uncover what the customer is looking for. The more you know, the better you can assist them.
Tailoring Solutions
With valuable information in hand, it’s time to tailor your solutions to meet the customer’s needs. Remember, you’re not just providing a product or service; you’re providing a personalized experience that leaves them thinking, “Wow, these folks really know their stuff!”
Overcoming Objections like a Ninja
Objections are like those annoying pebbles in your shoe on a hike. They slow you down but can be overcome. When a customer raises an objection, remain calm, acknowledge their concerns, and offer alternative solutions that blow their objections out of the water. The key here is to be as persuasive as a puppy with a begging face.
Sealing the Deal
Congratulations, you’ve won the customer over! Now it’s time to seal the deal and make sure they stick around. Recap the key benefits, throw in a discount or two (if applicable), and let them know you’re here to support them every step of the way. Don’t be shy; it’s the perfect opportunity to turn customers into brand advocates.
Telephone scripts for incoming calls can transform what could be mundane conversations into delightful experiences. By following these tips and infusing your own brand of humor and charm, you’ll have customers hanging up with a smile. So go forth, my telephone script warrior, and win over those callers, one witty conversation at a time!
Note: This subsection on telephone scripts for incoming calls offers guidance to create engaging and effective conversations with customers. Adapt the suggestions to suit your needs and company culture.
How to Retain a Customer over the Phone
The Art of Persuasion
So, you’ve got a customer on the line, and your mission is clear: retain them at all costs! Well, maybe not all costs, but you get the idea. The phone can be a tricky beast, but fear not my friend, for I have some tips up my sleeve that will make you a customer retention pro.
Warm Greetings Set the Stage
When that phone rings, it’s showtime! Make sure you answer with enthusiasm and friendliness. Remember, you’re not calling to sell them a timeshare (thank goodness!), but to keep them coming back for more of what you’ve got. So, put on your best customer-service smile and let those vocal cords do the talking!
Be a Good Listener, Not a Stalker
Nobody likes someone who won’t let them get a word in edgewise. Give your customer space to express themselves, listen carefully, and show genuine interest in what they have to say. Remember, you’re building a relationship here, not conducting an interrogation.
Offer Solutions, Not Snake Oil
When your customer raises a concern or problem, don’t brush it off like yesterday’s dust bunnies. Instead, empathize with their issue and offer a solution. Whether it’s a discount, a freebie, or some extra TLC, make them feel heard and appreciated.
Keep It Light and Positive
If you want to retain a customer, it’s important to create a positive experience. Inject some humor into the conversation to lighten the mood. Laugh at their jokes (even the bad ones) and share a funny story or two. Remember, laughter is the best way to their wallet!
Follow Up Like a Pro
The phone call shouldn’t be the end of your customer-retention journey. Follow up with a friendly email or a personalized thank-you note just to let them know you’re still thinking of them. It’s the little things that go a long way in keeping those customers faithful to your brand.
Retaining customers over the phone is all about building relationships and providing exceptional service. With a warm greeting, good listening skills, solution-oriented approach, a positive attitude, and some follow-up magic, you’ll be sealing the deal and turning one-time buyers into lifelong fans. Now, go forth and conquer the customer retention jungle, my friend!
What are the 8 C’s of Customer Retention
Retaining customers is vital for any business, but let’s face it – it can be a tricky task. Luckily, there’s a secret recipe for success, and it’s called the 8 C’s of customer retention. These 8 magical ingredients are guaranteed to boost your customer retention game to a whole new level. So, sit back, relax, and let’s dig into what these C’s are all about!
C1: Connection
In this digital age, building a genuine connection with your customers is more important than ever. Take the time to understand their needs, preferences, and aspirations. Show them that you care, not just about their business but about them as individuals. Be their friendly neighborhood expert, ready to provide assistance whenever they need it.
C2: Communication
Communication is the key to any good relationship, and it’s no different when it comes to customer retention. Keep your lines of communication open and make sure it’s a two-way street. Whether it’s through email, social media, or carrier pigeon (just kidding, please don’t use carrier pigeons), find the channels that work best for your customers and make an effort to connect regularly.
C3: Customization
One size definitely does not fit all, especially when it comes to retaining customers. Tailor your offerings to meet their specific needs. Whether it’s personalized recommendations, exclusive discounts, or a loyalty program, make them feel like a VIP and watch their loyalty to your brand soar.
C4: Consistency
Ever been stood up on a date? It sucks, right? Well, inconsistency can have the same effect on your customers. Be consistent in the promises you make and the experiences you deliver. Build trust by consistently providing outstanding products and services. Your customers will feel confident knowing that you’re dependable and reliable.
C5: Compensation
Mistakes happen, and when they do, be ready to make amends. If you mess up, own it, and make it right. Compensation doesn’t have to be extravagant, but it should show your customers that you value their business and are willing to go the extra mile to make things better.
C6: Curation
With so many options out there, it can be overwhelming for customers to find what they’re looking for. Be their personal shopper by curating a selection of products or services that meet their needs and preferences. Save them the time and effort of sifting through endless choices, and they’ll reward you with their loyalty.
C7: Celebration
Don’t be afraid to celebrate your customers! Acknowledge their milestones, birthdays, or any other special occasions. A little celebration can go a long way in making your customers feel appreciated and valued. So, break out the confetti and party hats (figuratively, of course) and let your customers know how important they are to your business.
C8: Continual Improvement
Finally, the key to long-term customer retention is to never stop improving. Regularly seek feedback from your customers and actively listen to their suggestions. Make it a priority to continually enhance your products, services, and overall customer experience. By evolving with your customers’ needs, you’ll ensure their loyalty for years to come.
And there you have it, the 8 C’s of customer retention! Apply these principles consistently, and you’ll be well on your way to creating a customer base that sticks around for the long haul. Now go forth and dazzle your customers with your retention skills!
How to Handle Customer Retention Calls Like a Pro
Introduction
Customer retention calls are an essential part of maintaining a loyal customer base. But let’s face it, no one likes being bombarded with sales pitches or robotic scripts. So, how can you handle these calls in a way that keeps your customers engaged and happy? Well, get ready to level up your customer retention game with these tips that will have you charming your customers while keeping them coming back for more.
1. Start with a Warm Greeting
When answering a customer retention call, the first impression is everything. Instead of the typical “Hello, this is [Company Name],” why not add a personal touch? Try something like “Hey there, [Customer Name]! How’s it going?” This friendly greeting instantly puts the customer at ease and shows that you genuinely care. Remember, a warm welcome sets the tone for the entire conversation.
2. Embrace the Power of Storytelling
Nobody wants to listen to a long-winded sales pitch, so why not tell a captivating story instead? Begin by sharing a relatable experience or a success story from another customer. This not only captures your customer’s attention but also showcases the value of your product or service. Plus, who doesn’t love a good story?
3. Unleash Your Inner Comedian
Laughter is the best medicine, they say, so why not inject a little humor into your customer retention calls? Crack a joke, share a funny anecdote, or use a lighthearted analogy to lighten the mood. This not only keeps your customers entertained but also helps them remember their positive experience with your company. Just be sure to avoid offensive or inappropriate jokes – keep it PG!
4. Personalize the Conversation
No one wants to feel like just another number on your call list. Take the time to personalize the conversation by using the customer’s name and referencing their previous interactions with your company. This shows that you value their business and that they are more than just a sale. Remember, a personal touch goes a long way in building customer loyalty.
5. Be a Problem Solver
Instead of focusing solely on selling, position yourself as a problem solver. Ask your customers about any challenges they may be facing and provide tailored solutions that meet their needs. By shifting the focus from the sale to addressing their concerns, you build trust and show that you genuinely care about their satisfaction. Remember, happy customers are returning customers.
Handling customer retention calls doesn’t have to be a monotonous task. Injecting humor, personalization, and storytelling into your conversations will not only keep your customers engaged but also foster strong relationships that lead to long-term loyalty. So, the next time you pick up the phone, channel your inner comedian, embrace your storytelling skills, and have fun building customer connections that last. Happy calling!
How to Keep Your Customers Hooked during a Call
The Art of Customer Retention on a Call Script
So, you want to learn the secret sauce of holding onto customers during a phone call, huh? Well, my friend, you’ve come to the right place. In this section, we’ll dive into the nitty-gritty details of how to keep your customers engaged, entertained, and wanting more – all while following a call script. Get ready to unleash your captivating charm and wit!
Shake Off the Robot Vibes and Be a Human
Nobody wants to talk to a boring, monotone robot. Seriously, nobody. So, step one: embrace your inner human. Put on a smile and let your personality shine through the phone lines. Crack a joke, share a funny anecdote, or ask about their day – anything to create a genuine connection. Remember, people crave human interaction, not automated drones.
Listen Like You Mean It
Listening is an art, my friend. When customers feel heard, they’re more likely to stick around. So, huddle up and let them pour out their concerns, frustrations, or even their excitement. Show genuine interest, nod your head in agreement, and sprinkle in some thoughtful responses to reassure them that you’re paying attention. Trust me, they’ll appreciate it more than you know.
Provide Value-Packed Solutions
Okay, picture this: your customer has a problem, and they’re counting on you to be their knight in shining armor, ready to swoop in and save the day. Now, here’s the trick – you actually have to solve their problem! Ta-da! Offer tailored solutions, provide helpful tips, and make their lives easier. Show them that you’re not just here to chat, but that you genuinely care about helping them succeed.
Uplevel Your Storytelling Game
Who doesn’t love a good story? It’s time to channel your inner bard and take your customers on a journey they won’t forget. Craft engaging narratives, share success stories, and maybe even slip in a bit of well-placed humor. By painting vivid pictures with your words, you’ll have them hanging on your every sentence, eager for more.
Keep it Short, Sweet, and Snappy
Nobody wants to spend hours on the phone, especially in today’s fast-paced world. So, put on your editing hat and streamline your conversations. Keep your explanations concise, your instructions clear, and your responses snappy. By respecting your customer’s time, you’re showing them that you value their presence – and that’s a recipe for customer loyalty.
Embrace the Unexpected
Sometimes, the best conversations come from unexpected detours. Don’t be afraid to go off-script and explore uncharted territories (within reason, of course). A friendly conversation about their favorite pizza topping or a quick chat about weekend plans can work wonders in building a strong rapport. Remember, life is full of surprises – and your calls should be too!
Now that you’ve learned the art of customer retention on a call script, it’s time to put your newfound skills to the test. Remember, be human, listen attentively, provide value, tell captivating stories, keep it snappy, and embrace the unexpected. With these secret weapons in your arsenal, you’ll have your customers both hooked and booking their next call with you in no time. Happy calling!
Sample Script for Customer Service Role Play
Introduction
In this section, we’ll provide you with a fun and engaging sample script for a customer service role play. Customer service is all about connecting with customers and addressing their needs, so it’s important to have effective call scripts to guide your conversations. But hey, who said call scripts have to be dull? Get ready for a script that will make your customers smile!
Greeting
Customer Service Rep (CSR): Good morning! Thank you for calling Awesome Adventures. This is Bob, how can I make your day awesome?
Customer: Hi Bob, I’m Nancy. I have a question about booking a tour. Can you help me?
Discovery
CSR: Hey Nancy! Of course, I’d be thrilled to assist you in planning your next adventure. Could you please share a bit more about what you’re looking for?
Customer: Well, Bob, I’m planning a trip to the Amazon rainforest. Can you tell me more about the tours you offer there?
Recommending Tours
CSR: Absolutely, Nancy! The Amazon rainforest is a sensational choice for an adventure seeker like you. Our most popular tour is “Into the Wild: Exploring the Enchanting Amazon.” It includes guided hikes, wildlife sightings, and even a chance to swim with pink dolphins. I guarantee it’ll be an experience you won’t forget!
Customer: Wow, that sounds amazing! Are there any other options that might suit me?
Customization
CSR: Definitely, Nancy! We’ve got you covered. If you prefer a more adventurous trip, “Amazon Expedition: Conquer Nature’s Challenges” might be perfect for you. It’s a little more intense, with activities like zip-lining, kayaking through dense forests, and camping under the stars. Choose the one that gets your heart racing!
Customer: Oh, zip-lining and camping? That’s exactly what I’m looking for! Sign me up for the Amazon Expedition!
Closing
CSR: Excellent choice, Nancy! I promise you’ll have an absolute blast on this tour. Let me just gather a few details to finalize your booking. Can I have your name, email address, and preferred travel dates, please?
Customer: Sure thing, Bob. My name is Nancy, and my email is [email protected]. As for the travel dates, I’m flexible, so you can suggest the best time.
Remember, this is just a sample script to give you an idea of how to handle customer inquiries. Feel free to personalize it and adapt it according to your company’s policies and style. The key is to engage customers, provide them with relevant options, and make them feel special. Happy role-playing!
And there you have it – a hilarious and engaging customer service role play script. Incorporating a bit of humor and a casual tone can go a long way in creating positive customer interactions. So go ahead and use this sample as a starting point for your own extraordinary customer service adventures!
