Let us create a 3D eBook for you!
Let us create a 3d Digital eBook for you! DigyCat.com

How to Deliver Exceptional Customer Service


Having been in business a number of years, I'm amazed at the number of people who don't have the slightest idea of what customer service is. Customer service is not a way of doing things - it's an attitude.

I always love it when company's send their people to seminars to learn about customer service. All the seminars will discuss the customer's needs and expectations and the orator will package these ideas as new and cutting edge when in fact these very ideas were in practice over 30 years ago!

Somewhere along the line, we forgot the customer in favor of the bottom line. Some of this may also be attributed to different mind sets over time and how people tend to treat one another.

Let me wax poetic here a moment. When was the last time you could go to a gas station and have an attendant in a white shirt and tie wait on you, check your oil, clean your windows, and fill your tires just as a way of saying thanks for your patronage?

More than likely the station you went to had an attendant who's appearance was disheveled, wearing more jewelry than you own, and here you are passing money through a bullet-proof panel!

It is said that Doctor's make the worst patients, well my friend I'm here to tell you that Customer Service people make the worst consumers! With all the customer service people I've known over the years from both sides of the fence there's a real lack of wanting to "champion" the cause of the customer. Few people posses that trait and those that do don't last long as they're viewed as oddities and pushed out in favor of the group consensus.

On the other hand, I have also met customers who no matter what approach you used they were bound and determined to make your life miserable. These people make the "fight" personal and will never be satisfied regardless of what you do.

Delivering great customer service is easy! We just need to get back to the basics that were laid down decades before - what we'll call the tried and true methods.

How do you deliver great customer service?

1.) Smile on the phone. This simple act will set the tone for the entire conversation.

2.) How may I help you? You're asking their permission to assist them.

3.) Use a proper salutation when talking to a customer unless permission is given otherwise, i.e.: Mrs., Mr., Ms., Sir, etc.

4.) Listen to their concerns. No one likes to be ignored. Everyone wants to know that not only are they being heard but that they're being understood as well.

5.) Repeat back to the customer what it is you heard them say.

6.) Be genuine. A lack of sincerity comes across easier than you think.

7.) Care for your customer. If you think your customer needs you, you won't be in business long. This means what it says - too many times I've been in meetings where this was paid lip service and its importance downplayed.

8.) Put yourself in your customers shoes - What are their concerns? Are they legitimate concerns? Do you have a plan to assist them?

9.) Customers are looking to you to help them put to rest any fears, doubts, or apprehension they may have regarding a recommended repair, service, etc., do you posses the knowledge or skill to assist them? Often time people will try to guess at an answer rather than appear less knowledgeable when in all actuality the customer would prefer honesty.

10.) Be honest and sincere in your deliberations with a customer. This one simple act will be welcomed like a breath of fresh air. You have got to know that by the time a customer has reached you they are upset and feel that they've been getting the runaround or have been lied to.

11.) Never promise the customer anything you can't deliver. That goes equally for a follow up phone call. If you tell your customer you will call - do it! Even if it's to tell them you have nothing to report. I don't have enough fingers to count the number of times a customer was surprised to get a return phone call.

12.) Never forget what it's like to be a customer! We are all customers in one way or another and deserve the same respect we demand from others.

By doing these things you will inspire a customer base that's loyal and will return to you again and again. These customers will also provide the best free advertising imaginable - word of mouth!

By the same token one bad customer recommendation can cost you a large number of potential sales by the time they're done spreading around how they were treated. Additionally, today's consumer has the advantage of the internet to not only entertain but to educate them as well.

This is not rocket science just basic common sense and treating people the way you would like to be treated. Somewhere along the line, we lost this concept, and along with that, revenue, repeat business, our initial customer base and free advertising.

If your customer genuinely feels wanted and appreciated, you have succeeded in delivering exceptional customer service and you will have set in motion a winning formula that will guarantee your success!

Chas Brothers is a Home Based Business Owner, Motivational Writer, and an Independent SFI Marketing Representative and may be reached at; http://work-from-home-make-extra-income.com , http://work-from-home-exchange.com or brothec@msn.com


MORE RESOURCES:

Customer Service - Google News

This RSS feed URL is deprecated

This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news

Letter: 'Customer service' often lacking service part - The Ledger


The Ledger

Letter: 'Customer service' often lacking service part
The Ledger
We as consumers rely more and more on customer service. I've come to realize how much “service” is actually lacking in businesses these days. Customers can either make or break a business depending on their satisfaction. People rely on a service that ...

and more »

Travel Network Group recognised for customer service 'excellence' - TTG


TTG

Travel Network Group recognised for customer service 'excellence'
TTG
Speaking at the consortium's annual overseas conference in Monaco, Jo Causon, chief executive of the Institute of Customer Service awarded TTNG the organisation's ServiceMark, a recognition “of achievement in customer service, and a company's ...
Travel Network Group honoured for 'excellence' by Institute of Customer Service Travel Weekly UK

all 9 news articles »

The Bot Revolution Can Save Your Customer Service, Says Tony Jamous, President Of Nexmo - Forbes


The Bot Revolution Can Save Your Customer Service, Says Tony Jamous, President Of Nexmo
Forbes
Chatbots and other AI-powered virtual agents have changed the structure of customer service considerably. But, this is just the beginning. Chatbots are evolving with APIs, being given access to deep learning and popping up in spaces that we never ...

Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me - Forbes


Forbes

Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me
Forbes
Every company needs a customer service recovery framework, a sequence of best practices for interacting with, and turning around, upset customers. Settling on such a framework and then providing customer service recovery training in order to achieve ...

Spirit Airlines turns to Disney to improve its customer service - Los Angeles Times


Los Angeles Times

Spirit Airlines turns to Disney to improve its customer service
Los Angeles Times
The Disney Institute is a Florida-based company that offers business courses to improve leadership, employee culture and customer service. On the institute's website, the company cites its work with Haagen-Dazs International, the National Football ...

Exceptional Customer Service And Low Cost Are Not Mutually Exclusive -- Here's How To Achieve Both - Forbes


Forbes

Exceptional Customer Service And Low Cost Are Not Mutually Exclusive -- Here's How To Achieve Both
Forbes
Singapore Airlines (SIA) cabin crew undergo some of the most rigorous service training in the industry, instilling a business culture that is exceptionally customer-centric. As a result, it is regularly voted one of the best airlines in the world. Yet ...

These Two Customer Service Formulas Can Improve Employee Performance By 100% - Forbes


Forbes

These Two Customer Service Formulas Can Improve Employee Performance By 100%
Forbes
Even the most engaged, best-intentioned employees (and their managers) can benefit from knowing a couple essential expert formulas that will improve their customer service performance day in and day out. Today I'll share two rules of thumb how to ...

Seven Customer Service Practices That Will Help You Win Over Clients - Forbes


Forbes

Seven Customer Service Practices That Will Help You Win Over Clients
Forbes
Back in the mid-90s when Amazon was first starting, I felt that Amazon gave me the best customer service and best customer experience. Instead of jumping around different websites, I had everything in one portal. In Amazon I found a company that gave ...

Why is Customer Service in Asia so Terrible? - Forbes - Forbes


Why is Customer Service in Asia so Terrible? - Forbes
Forbes
Asia's service sector is booming. This article takes a closer look at how this lucrative sector is developing. Don't miss out on the investment opportunities that are ...

and more »

LargeFriends.com - the best dating site for plus-sized singles!
SuccessfulMatchCentral.com - the best dating site for plus-sized singles!

PreLaunchX

AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us

© www.AusTrade.biz - 2012

home | site map | links