The Power Behind Your Business: Customer Service

As I was staring at my desk, brainstorming potential blog topics, I glanced at one of the books on my desk entitled: “Attitude is Everything” by Keith Harrell.
It then occurred to me… Attitude really IS everything; especially when it comes to customer service.

We’ve all been there: you need to sort out a mysterious charge on your credit card, pay your cable bill, or figure out why your iPhone keeps shutting down every time you open email… You get on the phone with customer service, and the employee is short with you. For me, my attitude completely changes; I get defensive and quick-tempered.

One of the repetitive themes in Harrell’s book can be summed up in this simple quote: “Other people’s actions can and will impact your attitude.”

This is why customer service is such a crucial aspect of business!

I’ve read countless articles with tips for powerful customer service, and frankly, I don’t think you can read too many! It is always productive to brush up on the fundamental qualities of successful customer interaction.

Here are my favorite tips from this past year:

1.    Every customer deserves a response (Salesforce). Regardless of the customer request, comment, or question, it is imperative that you respond. Let no customer go unnoticed, your customers are your source of income.
2.    Focus on making customers- not on just making sales (Kissmetrics). “Although your customers won’t love you if you give bad service, your competitors will” –Kate Zabriskie
3.    Don’t treat your customers like an inconvenience (Huffington Post). Even if you feel like your customer is an inconvenience, NEVER treat them as such. There will always be a small business that takes pride in everything they do and will swoop that customer from you.
4.    Who we are is what we do (Bloomberg- Opinion). This is where your company branding really shines. Stay close to your mission and provide benefits and help to your customers when necessary.
5.    Be prepared for things to go wrong (Time Business). Have a backup plan to implement when things don’t go according to plan. “Fuss over customers like a mother would over a beloved family member” and I guarantee they will know you care.
6.    Don’t overpromise (Forbes). It is easy to get caught up in a conversation and commit a certain deadline that is realistically unattainable; we’ve all been there. Catch yourself when this happens, and apologize when you’ve made a mistake.
7.    Be calm and have patience ( Biting your tongue when you feel frustrated, and taking a deep breath when you feel anxious talking to a confused customer will make them feel much more respected.
8.    Function (Small Business- Houston Chronicle). When your customer runs into a problem, it is crucial to address and solve these issues as swiftly as possible.
Now, your customer service won’t be perfect. It’s inevitable that you will run into hiccups and obstacles, but when addressing these issues, ensure that these service basics remain a priority.

If you’re in the Las Vegas area or you want to make a trip to Sin City, we would love to meet up with you at the PPAI show on January 13-17 (booth #536). We have both a booth and a customer service suite… We would love to see you there!

Comment if you have any questions.

Have a great weekend y’all!

Our Team!

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