By Chitralekha Chakraborty
I want to share a little known secret about the value of delivering good service to customers. Yes, it’s good for business and the organization. Yes, you may derive a lot of satisfaction by doing a customer service job well. No question. But what’s the most compelling reason to learn about, and deliver good customer service? It’s this. When you deliver good customer service to your customers, you experience less stress, and less hassle and grief from customers. They argue less. They’re much less likely to insult, and they’re less demanding. They don’t threaten you when they get upset (I’ll have your job!”).
You can save huge amounts of time. One disappointed customer may take up to ten or twenty times more of your time than a satisfied one. And the time spent with the displeased customer is usually not all that much fun. Customer service skills help you keep your happy customers happy, help prevent customers from becoming unhappy and taking out their frustrations on you, and help you deal effectively and quickly with customers who are upset and unhappy.
Every Tuesday I will write about the tools to interact with customers more effectively, so that the company, the customer, and you, the person dealing with the customer, all benefit. PowerIdeaz.com will provide us the space to discuss all those; and here will continue worlds first “Tuesday is the Customer Service Day” Blog. Hence, we will not restrict our discussion only on the principles or platitudes, or handy customer service slogans; rather our focus will also be on ‘doing’.
• What should you do with a customer who is swearing at you?
• What do you do to prevent customers who have waited a long time from getting really angry?
• What do you do to provide advice to customers so it will be heard and appreciated?
We’ll deal with these questions along with solutions.
Next week I’ll cover some basics of customer service; so customer service newbies can increase their understanding of what customers want, and the things that cause customers to hit the roof. We’ll also talk about various types of customers (internal, external, paying and non-paying), and we’ll explain how you can best use customer service techniques.
Far too much customer service training and far too many customer service books tell you only what you already know. Do you really need to be told again that you should smile? Or shake hands? No. But you might find it useful to know when it’s a bad idea to smile at a customer.
So, here’s the bottom line about this “Tuesday is the Customer Service Day” blog: you may come across a few things you already know. But you’ll also come across a number of techniques you probably haven’t thought about. Please do leave comments here with any unique, off the wall, follow-up tactics that have worked for you; and along the way, save yourself a lot of hassle and a lot of grief.
This entry was posted on Tuesday, May 6th, 2008 at 4:56 am and is filed under Business Tips, Internet Marketing, Making Money on the Internet, Small Business, Uncategorized, Woman Entrepreneur, customer service. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
