This week in the USA we’re celebrating something I know you love: customer service! That’s right, they’ve gone ahead and set aside a whole week each October to recognize how important customer service is. I hear a lot of groans over the web, and a bunch of sighs too. I know business leaders have been speaking up about the importance of customer service for years, it has been a buzzword for many years as well, often becoming a source of frustration and annoyance for people. Let’s get a few obvious points out of the way, and get to a few thoughts to apply.
Obvious but Necessary:
-Every business has customers so every business should have customer service.
-There are many ways to provide customer service like social media, blogs, email, phone, Skype, face to face etc.
-Everyone can provide better customer service.
-Customer service can make a terrible product bearable, and ruin a good company.
Food for Thought:
-Customer service comes in many forms, a phone representative letting you know they don’t sell a product anymore provides customer service, someone fixing your washer provides customer service, and even someone giving you directions while you get a morning cup of joe provides customer service.
-Sometimes customer service means going above and beyond, other times it just means being there when someone shows up, calls or emails.
-Customer service means standing behind the products and services you offer and doing your best to always provide satisfactory answers to customer questions, even if it takes a little extra work on your part.
-Customer service is an evolving activity of participation from you and the customer. As you assist more and more people it will become easier to assist others with frequently asked questions and issues as well as the more challenging ones. And, you will gain a reputation for being a friendly and helpful company.
-True customer service is a commitment. You’re choosing to show up in a friendly and helpful way to people who may not be having their best day ever and treat them with respect, courtesy, patience, and honesty.
-Do your best to not hassle or further frustrate your customers in your attempts at customer service. Getting their name and life story isn’t always necessary nor is asking them to jump through hoops to be assisted.
-Most people just want to be heard. A huge part of customer service is listening to what people are telling and asking you. If you’re hearing the same issues or suggestions over and over it may be something you want to change or add to your services and products.
What will you do this week to provide better customer service to your customers and potential customers?