Even though this is my FIRST blog post, I’m addressing an issue that has come up in conversations and my daily dealings whether personal or through others. I feel I need to discuss it from all levels and offer some sound advice.
Have you ever been a “victim” of bad customer service or just the absence of no customer service ? I’m sure all of us have at one time or another and you probably thought that bringing it to anyone’s attention would do absolutely no good. Now, I’m about to jump right up on that soap box because this is a pet peeve I have that I refuse to get rid of. Even more so that I’m a business owner and care about my clients and their happiness.
According to Wikipedia’s definition: “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization’s ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.”
I wholeheartedly agree with this definition and all aspects of it. To a business owner, sales associate, customer/client, this is one of the main reasons people will return to a business…the presence of customer service. In fact, studies show that customers/clients are willing to pay 13% more for a product or service if there is the presence of good customer service. This is due to the fact that the customer is left with an overall sense of good feeling. All based on the fact that someone listened, executed and followed through with the service/product that was provided. Sounds simple, but this is severely lacking in all areas of all markets today, which only means that nobody is devoid of this.
Here are some simple rules/guidelines to follow when dealing with customer service issues:
- Try and deal with the issue at hand first before seeking out a manager. Sometimes, it can be a lack of communication with both parties.
- Be decisive and clear in what you expect and need. Don’t complain for the sake of complaining. Be firm, yet be rational.
- If you find no resolve, then escalate to a decision maker and follow the same rules above. You’ll find that sometimes with experience comes temperance and knowledge, which is passion for what they do. That usually equates to someone who can put out fires easily, even before they begin.
- Once your issue has been taken care of, thank them for their time and attention to your issue. You’ll be surprised at how this can help the next time you have to conduct business with the same company and how this sign of respect can help you be serviced a bit quicker.
- Regardless of any situation, remember…you’re human and are subject to emotion just as much as the next person. Don’t forget to take a step back and address the issue like an adult and not a child throwing a temper tantrum. It’s not attractive and it doesn’t earn you anything by acting that way except a “deaf ear” to your situation.issue.
Most of all, don’t be afraid to bring something to someone’s attention. They might not be aware of anything that is wrong or they might be lacking in the training to know that they are expected to help you as part of their employment. More than likely, this is often the case. However, that doesn’t mean that the lack of customer service is excused.
I’ve learned that to get ahead and really shine, you have to give great customer service. Be willing to listen to your clients and give them what THEY want, not what you think is “best for them.” This philosophy doesn’t work and inevitably ends with the customer being unhappy, you being a poor customer service provider, and the client finds another vendor to do business with…end of story. If you give more than just the bare minimum, people will remember that and they will call on you again.
Take care and thank you for allowing me to get on my soap box for a bit. Stay tuned to for more blog posts !!!