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Customer Service Is King
Customer Service Is King - by Michael Ambrosio Do you know the one thing that can make or break your business faster than anything else? If you said Customer Service - give yourself a prize. For the past 15 years, my job has been customer...
Dealing With Business Slowdowns
When times are slow for your home-based business, chances are you won't have the luxury of waiting and seeing if things improve. You'll need to take steps quickly to get back on track. These suggestions will help you get business back to...
Delighting Customers - Three Solutions to Make the Difference*
Customer service is the holy grail of most service and product organisations. Yet there are three basics that are vital to go further - to delight your customers... The radio show I was listening to was debating the reasons for rude and...
Postcard Printing Bridging Business and Customers
Communication is the key to any business endeavor. But then again not all business owners have the time and the capacity to meet personally or call individually their customers. It would be a tasking as well as expensive endeavor to call every...
Why Conducting a customer survey could double your profits!
Customer Surveys are the most inexpensive way of generating profits, which any business could dream of. Companies like IBM used to pay their sales people, a bonus, based on the customer survey rating. But how could they really boost your profits?...
 
“Getting Back to Basics: A Customer Service Tale”

One hot summer day my daughter and I ventured to our local craft store with one mission in mind – purchase velvet covered coloring panels called fuzzy boards. Little did we know this simple trip would turn into such an adventure.

The store advertised the boards on sale and offered a 40% discount coupon. My daughter excitedly selected two boards however I noticed different manufacturers produced them, so I asked her to select an extra board just in case both were not on sale. She did, and we proceeded to the cashier. With a half hour until closing, we eagerly approached the only open register, behind which stood two young women. This is when the adventure began, and things took a turn for the worse.

We saw two store clerks at the check out. Seated on the floor was one associate who faced the cashier line and the other, the cashier, did not which made it impossible for her to be aware of approaching customers. When she saw us, the associate on the floor did cease her end of the conversation and told the cashier she had customers. Unfortunately, the cashier ignored this information because it took her a minute before she turned and greeted us with “Oh, I sorry.” I’m not sure exactly what she apologized for because she then proceeded to continue her conversation.

I told the cashier we needed to know if all of the items were on sale. Although she acknowledged the request, she still continued talking to the other associate and proceeded to scan all of the items for purchase. When I pointed out her error her response was “Oh, okay, sorry,” and once again she resumed her conversation. She clearly was not present – her mind was engaged and committed elsewhere. Her actions communicated her conversation was far more important than this sale.

The cashier did one final thing that was the final straw. After the correct total was tallied, my daughter handed the cashier a 40% off store coupon. The cashier took it and immediately threw the coupon away, turned to us with a smile and told us our total. At this point, I thought I was in the twilight zone or on some really bad reality show.

When I asked why the coupon was thrown away, she explained the coupon was only valid on regularly priced items. After a very deep breath, I proceeded to share few ideas. First, I stated when she threw the coupon away, we were unclear why. I explained an explanation of her actions would have avoided any misunderstandings or ill will. She apologized once again, and said she understood and agreed. Second, I stated her inattentiveness during the transaction was inappropriate and did not make us feel like the valued customers we are. Finally, I said during business hours it is best to remain focused the most important component to retail success, customers. Personal conversations are best left for discussion after hours. Her associate must have agreed, too,


because at this point she turned and walked way.

This shopping excursion caused me to pause and think all service provider must always exhibit certain basic behaviors - customer service basics. Here are a few:

Basic Rule #1 – Acknowledge Customer’s How many times have you walked in a store and you weren’t acknowledged? How did you feel? I can’t tell you how many times I’ve witnessed service providers who take personal phone calls (or worse answer their cell), speak to other co-workers regarding non-urgent matters, or who simply walk away without explanation. Basic customer service requires an acknowledgement as soon a customer enters your establishment – whether you will be ready to provide service in one minute or twenty. An acknowledgement says “I’m glad to see you and value your business. We will help you as soon as possible. Thank you for your patience.” A little appreciation goes a long way, especially if at the time you find yourself short handed. As soon as you see customers…acknowledge them. Although this sounds obvious, it simply just isn’t practiced as it should.

Basic Rule #2 – Be Present and Listen When assisting customers, it is important to always be “present.” Being present required you to be in the moment ready to provide your customer with your full, undivided attention from start to finish. It is imperative customer’s always feel important and the center of attention. To accomplish this you must remain fully focused.

Active listening is a critical component of any customer interaction. This is a big difference between hearing and listening. Hearing is the perception of sound. Active listening requires us to hear, interpret, and then take action. Active listening empowers us to consistently provide our customers exactly what they need.

Basic Rule #3 – Explain Your Plan Customers need to know and want to understand the reason for your plan of action. Many times I have returned an item only to have the clerk shove a form and pen in front of me without so much as a please or explanation. As if I should be know what they want from me. Always clearly explain each step and the reason for your request.

Apply these basic rules to give outstanding customer service.

===========================================

Joy Fisher-Sykes is a professional speaker, author, and success coach in the areas of leadership, motivation, stress management, customer service, and team building. You can e-mail her at mailto:jfsykes@thesykesgrp.com, or call her at (757) 427-7032. Go to her web site, http://www.thesykesgrp.com, and signup for the newsletter, OnPoint, and receive the free ebook, "Secrets, Stories, and Tips for Marvelous Customer Service."

Copyright Ed Sykes - http://www.thesykesgrp.com

 

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  • what is customer relationship management crm

  • what is great customer service

  • what is network marketing

  • what kind of client customer are you mr ms entrepreneur

  • what s the customer service buzz about your business

  • what the taco bell manager taught me about customer retention

  • what to look for in presentation folders

  • what your customers absolutely must know about your business

  • when customers complain

  • where are the delighted customers

  • where did the customers go

  • where have all the delighted customers gone

  • where to find the database for your customer mailing list

  • which is better repeat business or adding new customers

  • who am i who is my customer

  • who are your most likely customers and what do you know about them

  • who comes first the customer or employee

  • who says that you need money to get repeat customers

  • who says the customer is always right

  • why arent you using freebies to get more customers

  • why are customers so indecisive

  • why a collection agency is your small businesss best friend

  • why bother with customer centricity

  • why communication skills dont work in customer service

  • why conducting a customer survey could double your profits

  • why hasnt customer service improved despite the profusion of databases and technology

  • why providing excellence in customer service is essential to every business

  • why public relations doesnt just happen

  • why small business must turn to pr

  • why you must build a customer list to prosper

  • winning customers over the phone

  • winning customer experiences

  • winning the loyalty of your customers

  • work at home business ideas

  • work from home and make more money

  • wrapping yourself around the customer

  • writing the book on great customer service

  • your customers are more than a number

  • your diamond mine the lifetime value of your customers

  • you must build a customer list