Momentum - Business to Business Online Magazine - Page 10

Customer Service :

The Good , The Bad And The Ugly

By Steven Reddy , Select Marketing Steven @ selectmkt . com
What is Customer Service ? Customer Service is part of your marketing plan . Nearly everything you do in business is marketing . This includes phone calls , emails , face to face interaction , your website , and Customer Service .
In almost every business , the products and services you provide are a bit different from your neighbors . Customers need to interface with your business to complete a transaction . This interface can be with you , one of your employees , or even your website . Customer Service is quite simply providing assistance to customers . Everyone is entitled to Good Customer Service . Understanding the expectations of your clients is the key to your success . Design your customer service to meet or exceed your customers ’ expectations .
Three Key Elements to Good Customer Service
Listen – Be a good communicator . Listen and ask questions . This shows that you care and want to provide the right solution for your customer .
Learn – Become an Expert in your field . Know the products and services you provide . Know when to listen and when to speak .
Lead – Show that you can provide solutions and overcome objections . This will show your understanding and professionalism .
Good Customer Service is more than necessary . Unless you have a monopoly , it is one of the most important things you can provide . This is especially true if you desire repeat business . It is every bit as important as the quality of your product or service . It is as important as the location of your business , and even your prices . in someone else ’ s business ?
10 MOMENTUM / September 2016
Remember how you felt the last time you were disappointed with the customer service you received when you were in someone else ’ s business ? How likely are you to return to that business that disappointed you ? Will you recommend that business to a friend ? Good Customer Service just doesn ’ t happen by accident . It has to be a priority each and every day ! You have to genuinely care about your Customers Satisfaction and Expectations . When your business exceeds both of these , you have arrived .
Bad Customer Service lingers in your mind . It very subtly steers you away from a business . When you have a choice , your experience and memory of Bad Customer Service will direct you to another business . The “ Golden Rule ” is a terrific guideline on how you should service your customers . Periodically ask them what they expect and how you are doing . Remember , everyone doesn ’ t think like you , so expectations will vary , and you must understand the difference . Adjusting little things to meet Customer Satisfaction will remarkably enhance the perception of your business . If you listen , Customer feedback will make you a better business person . Listen to them , they know what they want and they know what they expect .
Ugly Customer Service is so blatantly obvious that when you are exposed to it , often times you leave . That particular business is on its way out of business and they usually don ’ t even know it . This example so rarely succeeds I hesitate to comment further . However , unless customer expectations are a real concern , evaluated , understood , and then positive changes made toward quality Customer Service , the end is near . Without customers or clients you DO NOT have a business !
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