Drug testing

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

limousine chicago service
In The News:

How CRM Software Works -- Creating Customer Satisfaction with a Click

When people ask, "What is CRM?" the literal answer is,... Read More

You Bever Know Who Youre Serving

You Never Know Who You're Serving when customers turn irate.I... Read More

Call Center Software - Your Tool of Choice in Customer Relations

The call center represents your first line of communication with... Read More

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More

Establishing Yourself as an Expert in the Eyes of Your Customers

The most important aspect of a successful business is developing... Read More

Attitude of Service

When conducting a training session about customer service, I always... Read More

It?s Customer Service Stupid: Delivering Customer Service Training That Sticks

"Society is always taken by surprise at any new example... Read More

Sorry, No Customer Service After 4:00 P.M.

A few months ago, I wrote about ingenious styles of... Read More

How to Deliver Exceptional Customer Service

Having been in business a number of years, I'm amazed... Read More

Customer Service - Winning Customer Experiences

Winning Customer ExperiencesMuch research has been done on what the... Read More

Dealing with Disgruntled Customers

No matter how hard you try, in business you simply... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that... Read More

Write a Business Thank-You Note

Have you seen that thing on TV where the gal... Read More

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or... Read More

The Importance of Good Customer Service

Do you have good customer service? Even for your free... Read More

Stand Out in Business the Write Way

When was the last time you received a handwritten note... Read More

Stellar Customer Service in 10 Simple Steps

If you're like me, you've had plenty of experience with... Read More

Putting The Service Back In Customer Service

The future of customer service is here. Technology has made... Read More

From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer

It's a salesperson's worst nightmare- the phone call that comes... Read More

Customer Service Is Dying - and Im Not Feeling So Good Myself

Have you ever called a company and been greeted with... Read More

How Do You Create Customer Loyalty?

Another sad fact of life is that these days, very... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... Read More

A White Paper: Profiting with Kindness

In 2002, there wasn't much interest for Kindness in business,... Read More

Learn to Anticipate Your Customers Needs

This morning I was having breakfast with my good friend... Read More

3 Special Benefits Every Customer Wants

Every customer looks for 3 special benefits when they do... Read More

street light bulbs security street lights Pete's produce ..