Customer Service is usually a tiresome and difficult thing for most businesses to deal with. In this article I'm going to explain why Customer Service is one of my favourite things about business!
I do not believe that Customer Service can be judged using the usual scale:
To be honest if your Customer Service rating is Poor then you don't have Customer Service. In fact, if your Customer Service is anything below Excellent you still don't have Customer Service.
The list should in reality look more like this:
Your customers are the backbone of your business. They pay yours and your staff's wages, they fund the development and growth of your company and they are the best marketing tool that you could possibly have!
Customer Service can be difficult at times and this usually stems from the general perception of 'Customer Service' as a department or member of staff who answers the telephone and responds to emails from customers who are un-happy with the service or have a fault with a product.
These customers can be irate and upset as they have not been provided with the service or product that they expected.
I treat Customer Service a little differently. I believe that Customer Service begins before you even meet your customers, before they purchase something from you, before they even inquire about a particular product or service.
I believe that Customer Service begins, or should begin, when you first create your business. When you lay out your business plan, forecast and cash flow. When you design or purchase each product that you sell, when you identify the services that you will provide. From the very beginning you need to consider Customer Service. You need to ensure that you buy and create quality products that will not develop faults and defects, define services that will satisfy your clients needs and ultimately establish a series of promises and expectations that you will not fail to meet.
That's Customer Service - when you have done all you can to make your customers happy so that they don't need to contact you to complain. They contact you to say Thank You!
My Top Tips
I'm not ignorant. I've been in Customer Service since the day I took my first job as an Avon Representative. There will always be those customers that complain about the service that they have received or the product that they have purchased, others won't have anything substantial to complain about at all and have simply had a tough day.
To help get you through a tricky situation here are my Top 5 Tips for dealing with upset and angry customers:
Remember that when treated well your customers will recommend you to their friends, family and colleagues and they will always come back to you!
I hope that you have found this article helpful. If you would like any further information on Customer Service or the Customer Service services that I provide please don't hesitate to contact me.
Article Written by Kayleigh Brindley