Monday, August 26, 2013

Customer Service 101

I tend to blog a lot about how to grow your company and treat your employees. Today, I want to talk about customer service. You see, customer service is a challenge- especially in today's social media society. You're not going to please all the people all of the time. The key to dealing with difficult customers is knowing how to identify a problem before it happens.

1. The customer is always right. I hate this thinking. No, the customer is NOT always right. However, the statement holds true as to what your customer is thinking- that he or she is right. So, you have to identify these know-it-alls and figure out a way to make them feel like they are right while still understanding your position. Try to view the customer's point of view, put personal feelings aside, and figure out a way to excel within the situation. Chances are that no matter what you do, this type of customer will never be happy and you will not see a piece of repeat business from him or her.

2. The negative naysayer. This type of customer resents spending his or her money in the first place. This customer wants to find, even create, problems. The easiest way to deal with this type of customer is to convey your empathy, explain you understand him or her and then redefine the terms of the purchase/contract, and finally- figure out a way to end the conversation on a positive note.

There is a lot to customer service. I'll be posting more throughout the month of September. In the meantime, happy Monday everyone!

Twyla

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