Posted by PB31 Woman on November 9, 2009 at 8:14pm
Entrepreneur Resources Network invites you to join us as we discuss topics concerning Women in Business. Whether you are just starting your business or you are an established owner, we encourage you to share your struggles and success with others.What is Good Customer Service?One of the most important customer service skills you can develop is the ability to understand and effectively respond to the customer’s needs and concerns. Excellent customer service starts by first taking the time to get to know the customer, his situation, his vision, his worries and his goals.Customers today are often treated like a nuisance, instead of the reason that a company is in business at all. Products and services continue to increase in cost. Customer service, on the other hand, continues to decline. We deal with surly cashiers who seem to have more important things to do than ring up your sale are the rule rather than the exception. Having a product delivered to your home means giving up hours out of your day to wait. It seems that businesses today have forgotten how valuable customers actually are. Without customers, no one earns a paycheck.So, here are some thoughts on ensuring that your business provides top quality customer service.Rule #1:When customers complain there is a reason. This is an opportunity to learn something, so hear them out without interrupting or arguing.Rule #2:Remember not to the complaint personally. A customer complaints are about products or service that did not live up to their expectations or the marketing hype. When you or your employee takes it personally, get defensive or angry it will only makes the situation worse.Rule #3:Provide your customer with a sincere apology for the inconvenience. Put yourself in your customer's shoes. Remember what it feels like when something you have purchased did not do the job it was supposed too.Rule #4:This is one of the worse thing that you could say to your customer “It’s not my job, my department or my responsibility.” If you work at the company that made the product or sold the service - it is your job! Make a personal commitment to do whatever it takes to fix the problem even if it is not in your job description.
Comments