Improving Customer Service

Great customer service is xxxxx. Go ahead and define it. I asked a bunch of folks for their thoughts on great customer service.

• “I define excellent customer service, as being courteous to the customer, and going the extra mile to help them.”
• “When you treat a customer the way you would want to be treated.”
• “Going the extra mile. It is never impossible to do too much for a customer.”
• “Friendly, attentive to your needs, knowledgeable about service or product, helpful, takes care of issues in a courteous professional manner.”
• “Doing everything you can to help & then some. Going above the call of duty.”

Does that sound about right to you? It is very fair we know as customers what we like and what we don’t like. I know it when I see it for sure. It usually looks like a friendly, knowledgeable and helpful person that when all is finished – I am happy about what has happened.

How to provide that great customer service:

• Know who is the boss. Customers are the boss! Henry Ford said it best: “It’s not the employer who pays the wages. Employers only handle the money. It’s the customer who pays the wages.” 

• Be an outstanding listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Never make assumptions!

• Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. How would you like to be treated?

• Yes is a powerful word. Always look for ways to help the customer. Anticipate their needs and delight them with going that extra step or two.

• Know how to apologize. When something goes wrong, apologize. It’s easy and customers like it. Are we perfect? No!

• Employees are customers too, just a bit different. I think many folks forget that. You are always in your customer service role. Never break from it.

With my new position I am getting to really look at this in a different light. There is always room for improvement. If you are not at 100% customer satisfaction – then you can improve.

Thoughts?

Photo Courtesy – Copyright: kasahasa / 123RF Stock Photo