Lessons in Customer Service
“The customer is always right.”
Sound familiar? Anyone who has ever worked in sales has heard this adage. Making the customer feel like they are right is great customer service. If you’re like me, and have over ten years of sales experience, you know the customer is not always right. Sometimes they are completely wrong, slightly misguided or even lying. However, people with great customer service skills make the customer feel like they are right as much as possible. Even when the customer is tough-as-nails customer and boldly reminds you that they are always right. (News flash: Most stores don’t have a rule about the customer always being right however, stores like Bed, Bath and Beyond have a “Never Say No” policy.)
There are a lot of small business owners who have poured blood, sweat and tears into their businesses. Unfortunately, some business owners put their thoughts, feelings, desires and agendas before their customers. In the end, that behaivor can really hurt business owners because, if they put themselves ahead of their clients, clients will catch on and may go to competitors in search of better customer service.
I recently witnessed some feedback a client was giving about some design aspects. The owner completely disagreed with these statements which could actually enhance client experiences. Similar feedback was given by other clients. Because the owner was so close to the situation, and strategically designed the product, he disagreed. If owners refuse to consider the feedback of their clients, they become less competitive. Think about it. When a sales person or manager ignores what is important to you, are you more likely to go somewhere else? Most likely yes. Even if you have the largest market share, you can’t afford to loose customers if you want your business to be prosperous with long term stability.
Customer Service Tips
Listen to your customer. They are the ones spending the money. Pay attention to what they want so you can solve their problems. Great sales people and negotiators listen more than inexperienced sales people and negotiators. If you listen to customers, and ask the right, open-ended questions, you can find their underlying needs. If you really understand their needs, you can really understand their problems and recommend the right solutions.
Always be friendly. Sure, sarcasm is a great coping mechanism for mundane tasks but its not the best tactic for providing outstanding customer service or getting repeat business.
Put the customer first. Don’t let paper work get in the way of solving customer’s problems. This is true in the office or even on the retail sales floor. How many times have you been frustrated by sales people who are more focused on down-stocking than answering your questions so you can buy something? Have you ever walked out of a store because the sales person was not focused on you? Now, ask yourself, would you want customers to walk away because you were not focused?
Speak the customer’s language. Have you ever been on the receiving line of a jargon-filled phrase you don’t understand? “I need you to fill out the PDA RMA form ASAP so that we can DIGITIZE the PROCESS to ENABLE PRODUCTIVY.”
Say what? While that phrase may make perfect sense to you, it can be confusing for a customer. A better way to say a similar statement is, “Please complete the return authorization form for your PDA/handheld device online so we can process it as soon as possible.
Are you great at providing customer service? Share your tips to help other millennial minds prosper from your experience.
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Like I wrote...
October 20th, 2008 at 5:46 pm
I completely agree with your tip to “speak the customer’s language.” I think we can all relate to this one from personal experience. No one appreciates someone explaining a process in terms we obviously don’t understand. It shows a disregard for customers’ intelligence and a lack of respect. Trying to sound “high and mighty” with big, jargony words will only make you sound rude. Thanks for the tips!
November 3rd, 2008 at 10:37 am
Learn as much about your customer as you can. Along with listening, try some background research. Find out what makes your customer happy and how you can make their job easier.
Other tips:
- Always follow-up in a timely manner to all communications
- Prioritize by importance and deadlines
- Utilize CRM systems if applicable so you can always be up to date with your customer