Ten Golden Rules of Customer Service - Part 2

This is the second in a three part series of the 10 Golden Rules where the list actually begins. For some, this list will be anything but comprehensive yet for others, it may be more than can be absorbed at one time.

Hopefully, there is quality information that can be gleaned from this article, even if only a small snippet or two. For those wondering, yes the list is in order of priority but my priorities will differ from yours or your circumstances.

By the way, did I say thank you? Thank you for reading and do hurry back!

1. Let Customers Know They Are Valued and Appreciated. Don’t Assume They Know It!
• At the moment you are dealing with a customer, whether it’s on the phone, in person or via email, pick a point during the conversation to thank them for their patronage. It’s easy to assume, "they already know how we feel" but reminding them will reassure them that you recognize and appreciate their contribution. Do not simply say "thank you for your business" but instead, use the individuals first name, pause and then say something like;

  "Jane, I noticed that you’ve been a customer since 200x, I would like to sincerely say thank you for your loyalty and let you know that you are very much appreciated."

• You’ve just reminded the customer that they are important.
2. The Customer Is Always Right (But Not Always)!
• Even if they’re not, you’re not going to win any points by convincing them that they’re wrong. Never argue with a customer but instead, empathize with them, apologize for any inconvience, remain positive and focus on what the problem is while working towards the solution. Be sincere and reassure them that you’re trying to find the best possible answer. As a rule, dissatisfied customers are looking for a reasonable solution, not a miracle.
3. Always Treat Customers With Common Courtesy and Respect.
• Did I say always? This seems astonishing to me that this even has to be said but it’s apparent that common courtesy isn’t so common anymore. When dealing with a customer, give them your undivided attention. Always be tactful, explain clearly without condescending and do not interrupt their conversation. Watch your body language too as you may be saying one thing but showing something else. If you enter a meeting with a customer, put your cell phone on quiet! Demonstrating respect and kindness towards customers is almost always rewarded with repeat business. Yes m’am, no sir, Mr., Miss, are still in vogue by the way.
4. Know Your Customers.
• Understand their needs, the nature of the individual in terms of personality and always use their first name once you’ve established a rapport with them. Make it a point to remember customer names every chance you get. Some helpful methods of getting to know your customers better are, you can ask them questions, have them participate in anonymous online customer satisfaction surveys, or simple conversations can be very revealing. By getting to know your customer and letting them know you, if you’re honest and sincere, you will establish a trust in the relationship that will make it harder for your customer to look elsewhere.
5. Truly Listen To Your Customers.
• Be A Good Listener - not only to their words but their body language, tone of voice and their level of concern. If you still can't identify what the real issue is, ask open-ended questions that provide the customer an opportunity to explain even further, then quietly wait for them to do so. It’s difficult to gage emotion in written correspondence or email so if you’re not sure about the customers true objectives, by all means pick up the phone and let them clarify their thoughts. Never assume that you know what a customer means, if you’re truly listening, they’re going to tell you.

 Part 1  Part 3