Customer Service Chronicle

Meeting Customer's Expectation

How often do we misinterpret what the customer wants or is expecting?  How often does communication breakdown and you deliver the wrong results?  Most times it comes down to communication and leaving when each parties has a "meeting of the minds".

Good Customer Service is About Bringing Customers Back...

Excellent customer service is the lifeblood of any business and a very critical piece to success when facing a bad economy and many competitors.   You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.  Good customer service is all about bringing customers back.  And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.  Below are the eight rules for Excellent Customer Service:

 

1. Answer your phone
2. Don’t make promises unless you WILL keep them
3. Listen to your customers
4. Deal with complaints
5. Be helpful – even if there’s no immediate profit in it
6. Train your staff to be ALWAYS helpful, courteous, and knowledgeable
7. Take the extra step
8. Throw in something extra