Customer Service - A Primer

Let's look at the negative side first and come up with some rules for our attitudes and behaviors:

The Don't Do's

1. The customer is not an idiot, don't treat him/her as one.

2. Just because you are having a bad day, does not give you the right to transmit your negative feelings to the customer.

3. If you are on a private call or having a deep philosophical discussion with a colleague when the customer arrives, desist immediately. Your job or business depends on customer satisfaction and nothing annoys customers (who provide your cash flow) as much as waiting for you to serve them, when you are obviously involved in non work activities (Refer to Rule 1 above).

4. The customers complaint is a genuine opportunity for you to learn how to do our business better. listen to the complaint, you will learn something.

5. Even if the complaint is frivolous, listen and show respect. Often people just want to vent their frustrations. Your listening defuses the situation and will help to recover the situation.

REMEMBER - A SATISFIED CUSTOMER TELLS ON AVERAGE 11 PEOPLE OF THEIR EXPERIENCE, AND SO DOES THE DISSATISFIED CUSTOMER. EACH OF THOSE 11 WILL CONVEY THE GOOD/BAD NEWS TO 11 OTHERS - DO THE MATH.

The Must Do's

1. Always greet customers cheerfully and respectfully.

2. Listen, listen, listen.

3. take complaints in a professional manner. Don't accept blame but get the facts in a non-judgmental manner

4. Go the extra mile if the opportunity arises.

5. Under promise and Over deliver - this works a charm

Providing outstanding customer service will grow your business like nothing else.

You're Welcome.