Everywhere you look there are companies spending a good deal of time closing deals and landing clients without making sure their customers are taken care of. In a recent column I wrote about the fact that you can’t always satisfy the customer- which is a separate issue. What I’m focusing on in this piece is customer service from the providers standpoint. Here’s what we can all do to insure that our customers are taken care of.
1.Listen-It’s important to understand what your customers want.
2.Repeat their words back to them- I like to do this just to make sure we’re both on the same page.
3. Let them complain-Things go wrong with any service and it’s important to understand that your service is no different from any other. When things go wrong, it’s imperative that as the service representative that you at least try to solve the problem. Understand that customers want to vent and then want some sort of resolution. Give them the chance to get everything off their chest.
4.Be resolved to resolve the issue. Nothing ticks me off more than apathy. I hate calling a customer service hotline only to have them act is if they are doing me a favor. I love it when a service rep tries to help me. It means that they care.
5. Ask if there is anything more you can do to make the service better. Trust me they will tell you.
6. Don’t react. Complaints usually come with some degree of hostility when services go wrong. Getting hostile with the customer is always a mistake. Let them blow off steam and get it out of their system.
Here’s the main point I want to drive home. We are all customers and we all want to feel as if getting our hard earned money is a privilege and an honor. No one wants to be made to feel as if they don’t matter. We all matter. The same way the phrase “the customer is always right “ has entitled many customers to be rude to the customer service personnel, we should all realize that if we don’t take care of our customers, they go somewhere else-usually our competitors.