Lettre De Motivation


eg: UK or Brides UK or Classical Art or Buy Music or Spirituality

Business & Money

Technology

Women

Health

Education

Family

Travel

Cars

Entertainment

Definition Of Great Customer Service

View:

Not many new companies plan for good customer service. Good customer service should be a well thought plan, to treat your customers the best they can be treated. If you are paying for something, that company should give you the VIP service. Wouldn't you want to be treated that way?

People tend to steer away from companies with bad customer service. The consumer wants to be re-assured that they will be treated properly. After all, if it wasn't for the consumer, you wouldn't have a business. It's important to give your customer anything they want, within reason.

Some companies plan out a customer service department but only to a certain point of a sales transaction. For instance, dial by number customer service. Nobody likes dial by anything for customer service. I know I am not alone when I wait for the option of: to speak with a live representative press zero.

Customer service has become one big joke to most companies. Those are the companies that get a bad rap through the years. Even though they had a great product, their customer service stinks. So, now they will pay for it all through the existence of their business. For being known as having terrible customer service.

We shouldn't make the consumer choose between a great product or customer service. Most times the consumer will go with a bad product with great customer service. At least with great customer service it will get replaced if the product breaks, right? The consumer should get both, great customer service and a great product for buying our products.

Great customer service all through the life of the product is a must have also. Make sure you give a warranty for the products you sell. And if that product is under warranty and breaks, honor your warranty plan. Don't blame it on customer abuse or try to weasel your way out of it. Great customer service will honor their customer service rules, no matter what. This includes rebates and warranties.

How many times have you mailed out your rebate forms and you get a letter back stating why you didn't qualify for the rebate? Or your warranty didn't expire, but that part isn't covered under the warranty agreement. This is where customer service is going wrong.

Great customer service doesn't talk the customer into buying something extra. Like a warranty they won't honor later. Or that rebate check that never arrives. A good business would give you those things anyway or at least honor them.

It's sad that the consumer has to watch their back at all times. All consumers are weary of being scammed. That's because it will happen to all of us at one time or another. If you haven't been scammed, you are either lucky or it isn't your turn yet.

Bottom line is; Great customer service is dead to most big businesses. That's why it is our job as a little home business; to give the best possible customer service you can give. Bend over backwards for your customers and they will always return. Give it a try!

Definition Of Great Customer Service

Customer: “Why don't you just do it this way, and it will take care of the situation.”

Customer Service Person: “I understand what you are saying, but we can to do it this way.”

Then the situation magically goes downhill from there and it is difficult to win back the customer.

What Happened?

The customer service person used the one word that has a powerful negative effect when dealing with customers. The one word, if you can imagine, brings out the horns on the customer's forehead, turns his face red, tightens his teeth, and clinches his hands…the word is but.

This is because but is an exclusive word. The use of but negates everything that was said previously by the customer. The customer then feels alienated and disrespected. It says to the customer, “You discounted or ignored everything I just said and you are going on with your agenda. Well, you don't respect me, so I won't respect your solution.”

The Solution

Replace the use of but with this powerful, positive word that will make the customer feel like he is are a part of the solution, put a smile on his face, and change the mood to the positive…the word is and. And is an inclusive word. If you think about it, and in math equals the function of addition. The use of and says to your customer, “I value what you just said, and we will take that into consideration as I share my solution with you.”

Remember, 90% of satisfying the customer is making the customer feel like you are listening to them. The use of and says to the customer I am listening to your input.

Lets apply this to the above scenario:

Customer: “Why don't you just do it this way, and it will take care of the situation.”

Customer Service Person: “I understand what you are saying, and we can to do it this way.”

As you can see it is a more positive response to the customer's feedback. Instead of the customer being on the opposite side of your solution by using the word and you create a bridge for the customer to cross to consider your solutions. Bottom line, your customer is more likely to quickly accept your solutions.

So, if possible, record yourself in a conversation so that you can see where you are using but. Then work at substituting and in place of but. It may feel a little awkward at first. However, the more you use and the smoother it will sound and you will see immediate results. The benefits are less stress for you, positive customer service situations, and happier customers. Remember, leave your buts behind and you, too, will provide great customer service.

Related Articles
Author
Most Popular

•	Benefits Of Good Customer Service, by Sheila Mulrennan
•	Cost Of Customer Service, by Carole Dejarnatt
•	Definition Of Customer Satisfaction, by Tony Morosini
•	Definition Of Great Customer Service, by Lisa Page
•	Description Of Customer Service, by Gaurav60 Gaurav60

About Author

Both Lisa Page & Ed Sykes are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.

Lisa Page has sinced written about articles on various topics from Customer Service. . Lisa Page's top article generates over 720 views. to your Favourites.

Ed Sykes has sinced written about articles on various topics from Career Advice, Customer Service and Blogging. . Ed Sykes's top article generates over 90500 views. to your Favourites.

Bird Flu In India
It would appear that it would be in each persons own interest to prepare individually to prevent their own weakness to catching such a virus, as bird flu, and an obvious solution would be to investig...