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Had any positive customer service experiences lately? Does anyone take
responsibility for their own actions any more? Our non-scientific evidence
indicates that good, responsive customer service is very high on the list of
priorities for most people. What kind of customer service are you providing to
your customers?
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No matter what type of business you're in, you have customers. Whether you're
a small business or a department within a large company, customer service
counts. Have you asked your customers what they think of your service lately?
Remember that negative comments spread much faster than positive comments. Good
customer service requires some basic action on your part.
1.
Answer Your Business Phone With Your Name
This can be your business name, your name, or both. If you are in a position
where the person on the other end of the phone will carry on a discussion with
you, make sure you include your name. Don't make them ask.
2. Say
Please And Thank You
We all learned this when we were young. How many times did your Mom or Dad
ask you, "...and what do you say?" Carry what you learned in your
younger years into your work.
3.
Smile When Appropriate
When talking to customers face-to-face, smile when appropriate. It makes you
and your business more personal. If most of your business is conducted on the
telephone, smiles can help here too. Your voice will sound different when you
are smiling. (If you need help with this, position a small mirror by your phone
and practice, practice, practice!) Think about your own reactions when someone
smiles at you. Convey these positive feelings to your customers.
4. Be
Empathetic
Empathy doesn't mean you agree with the person's feelings, but it does
indicate you acknowledge them. It will take you a long way in turning a
dissatisfied customer into a satisfied one. You can say something like, "I
understand how upsetting that might be..."
5. Take
Responsibility
Don't pass the buck. Whether you're the owner or an employee of a business,
you represent that business with your presence. So maybe it's not your
"specific" job to handle the customer's request or complaint. If you
can't personally handle it, make sure that you hand the customer off gracefully.
Make sure the other person is there before you let the customer go or if
necessary ensure that a message has been handled.
6. Make
Commitments
Commitments guarantee that something will get done. It's also a way to manage
the customer's expectations. A commitment is not, "We'll get back to you in
a couple of days." A commitment is, "We'll get back to you by 5:00 pm
tomorrow." This assures the customer that some action will be taken within
a specific time frame.
7. Meet
Commitments
Don't make a commitment just to get rid of a customer. Make a commitment you
can keep. A kept commitment builds trust. A missed commitment destroys trust.
And once trust is broken, it takes much longer to rebuild.
You might be saying, "Well, these tips are just common sense. My
employees and I practice these every single day." Do you really? Have you
asked your customers lately? A real simple gauge of your customer service is a
follow up phone call with a few focused questions. Or, if you want to be more
formal, a written survey mailed to the customer (with a self-addressed, stamped
return envelope) also works great.
It takes these simple steps to provide basic customer service. Don't allow
your customers to say, "What ever happened to customer service?,"
about your company!
About the Author:
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business advice delivered via email right to your inbox? Subscribe to
"Small Biz Strategies." Published by small business expert Denise O’Berry,
The Small Business Edge Corp. of Tampa, FL at
http://www.whatspossible.com
.
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