5 steps to the BEST customer service EVER!!!

1 01 2008

Do these SIMPLE things and customers will rave about your business to their friends.1. DON’T make them wait AT ALL — people that already own your product take precedence over everything because they have the most to gain from your expertise in solving their problem and you have the most to lose if they aren’t happy(that sale, customer and risk anybody they talk to about it). When you are agitated already WAITING just makes it worse.2. Understand how they are feeling because of this complaint. Identify then empathize with how they are feeling now. NEVER EVER act , say or think that it is their fault(unless you really want to lose a customer without any chance EVER of getting them back and a badly bruised reputation too). Remember the more they feel YOU APPRECIATE what they are going through the more willing they will be toward letting you solve their problem3. Your goal is to build the trust that has been destroy as quickly and STRONGLY as possible. You want them to feel GLAD for having this complaint because it make them a better more informed customer of yours. You want the customer to see you as a friend that is trying to help you instead of connected to the product they are having an issue with. Here’s a simple way to build trust — be humble enough to take the blame (whether your wrong or not) while giving the customer all the credit for all the right decisions. People trust those who allow themselves to be willing to take on fault and don’t to those who always act like it’s never their fault but yours. The next part is your can never genuinely build peoples worth in themselves without them inherently trusting you. In both cases your putting the customers first and yourself second which is rule#1 for earning trust in any area of business.4.Separate out their emotions and the actual challenge that you are both facing. Should be mostly done if you did the last two steps correctly. Ask them specifically what the problem is. Ask if its okay if so your both clear if you can repeat your understanding of it back to them. It’s unbelievable how many complaints remain unresolved just because of mis-communication. Remember if the customer feels like you don’t understand they can’t and won’t let you resolve their issue(s). 5. Solve the problem to the customers expectation not yours. Give them something above and beyond they don’t expect for their inconvenience. Call them to make sure that they have made the right decision. A week afterwards send them a gift certificate or exclusive coupon for them to use the next time they make a purchase. The most important thing is to give them a great reason for them to comeback into your store so that they can remember again why it is that they love doing business with you. If you have the ability to go out of your way to make them feel special when they make that next trip in.  

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2 responses

2 01 2008
Marc

Great article.

Your readers might want to try http://www.Measuredup.com a leading customer service review website where people share reviews with other users and with companies. Companies that are involved with and value customer service read Measuredup to keep up on what people are saying and to be able to improve customer service.

It is free and easy to use.

3 01 2008
tom4change

Thank you so much for this link Marc. I can’t begin to express how much it angers me when these “Big Corporations–insert your favorite one here” think that because of their size the individual no longer matters. Hopefully enough of us ( the almighty consumer) will begin to use this site and then they will see that we will no longer accept bad customer service because they already have our money. POWER TO THE PEOPLE!!!!

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