Customer service: delight your customers
Customer Service Tips
See also:
Customer service: Case History
- Treat every problem as an opportunity. Go just a bit overboard to please any customer
who complains.
- Don't wait for customer complaints. Try purchasing your own products, and see what the
experience is like.
- For every customer who complains, 9 will be silent about the same problem. Try to track
down who else had the problem, and follow up with them.
- Don't make it your goal to please a customer; make it your goal to delight a customer.
- Respond to every customer who contacts you--this alone goes a long way toward repairing
damage.
- Try to understand two things: what the problem is, and what the customer's perception of
the problem is. Address both.
- Never give a glib response to a customer complaint. Their comments are valuable
feedback.
- Some customers are not worth keeping--a customer who is chasing the lowest cost or who
makes unreasonable demands limits your ability to service your other customers.
- Never minimize a customer's problem--if the problem is serious enough for the customer
to complain about, it's serious enough for you to resolve.
- Don't shuffle a customer to someone else. People really hate this kind of treatment. If
you must forward a customer to someone else, leave the customer your name and contact
information so the customer can come back to you. Also, asks the customer for contact
information so you can ensure the problem is resolved. Make a note to contact that
customer within 24 hours. If you are forwarding the customer by phone, stay on the line
with that customer until s/he reaches the right party.
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Keep your customers with Integrity
Training: http://www.conniebrubaker.com
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Success in business depends on preparation. Those who wing it are those who
fail. But don't prepare just in your area of technical expertise. Prepare there,
yes. But also:
- Keep learning about your own field. There's a reason why
state licensing boards require continuing education. Apply this
same concept to whatever areas you work in. If you are licensed
as, say, a CPA, then continue your education also in the areas
of customer service, productivity, time management, and other
areas that will help you do your job better, faster, and at more
of a competitive advantage.
- Learn about related fields. For example, sales people should
learn about marketing and operations. This helps you when
promotions are considered.
- Network. Get to know people. Ask them about what they do.
Show an interest.
- Establish your presence in your professional organizations.
Join the top two or three of these organizations, and attend
meetings. Become an officer in one, and take that position very
seriously.
- Play nice. No matter how good you are, your career is going
to stall if people don't like you. So show respect and be fair.
Don't worry about popularity, worry about your reputation.
- Know your business goals. Often, people let themselves get
diverted from their business goals. They start staying busy,
instead of focusing their time and other resources on their
business goals. Remind yourself daily about why you are doing
the job you do.
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