How to Deliver Great Customer Service

Most of us have experienced returning a defective product, or have been unsatisfied with a service. This can be an unpleasant encounter, especially if the customer service representative should have chosen an alternative career. No one wants to explain a problem to the Godzilla of customer service. The horror of trying to describe your dilemma to someone who neither is interested nor cares is frustrating.

People skills are innate. Some individuals are predisposed to please others and expect likewise treatment. Companies spend millions for employee training, testing and people mapping. People mapping is the art of positioning employees in jobs best suited for the employee's personality and the job's personality. I personally, would not hire a customer service representative who did not smile. Nor an account who was not task oriented.

My credentials are solid. I have worked in customer service for years and have owned several businesses. I created and led a large customer service division for a worldwide company. After attending, teaching and working in my favorite field, I would love to share with you some tried and true customer service solutions.

Customers purchase services and products. Customers call merchants to express dissatisfaction and request solutions. Customers expect satisfaction.

For Customer Service Representatives: .

• Answer the phone with a pleasant voice, clearly and slowly. Smile. Place a small mirror at your desk. Look at yourself while you are speaking.
• Customers are sometimes upset and angry; let the customer vent. Do not interrupt. Write details as the customer speaks. Learn to listen and write. Please get the customer's name.
• Apologize for the inconvenience to the customer. Be genuine. You are not offering yourself as a sacrifice for apologizing for the inconvenience.Mrs. Smith, I apologize for the inconvenience that you are experiencing. Please allow me to verify the information. Do you mind waiting while I contact one of our representatives? (Irate customers do not like transferring from one department to another and repeating information.)
• Get all the facts. Take your time.
• If you need to research the problem, ask if the customer would prefer to wait, or prefer a call back.
• It is your responsibility to follow up with the service representative and the customer.
• I hope your company has given you the authorization to be the decision maker. It saves time and adds an even flow to the work routine.
• The best ending is always to give the customer a new product or refund the money.
• One of the most important tips is to maintain your control. You are the professional hired to perform this particular job. Do not loose it. The customer will calm down and will usually apologize to you. I personally have experienced my best sales from irate customers. The personal rewards from reversing a negative are immeasurable.

"Service after the sale." We have all heard it, and in some cases, wish we could find it. No one wants a rude customer service representative. It just exacerbates the problem. Treat others the way you would like to be treated. Most returns are simple. Return the product and get a refund. If the carpet pattern is wrong, somebody needs to place it in the customer-preferred direction.

If you work in contracts, specify details. Preferably, if your contract allows, have your client initial each service that your business will perform. Do not take short cuts. Specify time limits, materials, deliveries, set-ups, services, labor and warranty. After the fact, it is too late for "should'a, could'a, would'a".

Not all problems can be resolved. The customer may not be right, but the customer is still the customer. Your business depends on reputation. Take a problem and turn it into a plus. There is a saying, "Promise less and deliver more". "It is best to over deliver than to over promise".

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