10 Rules for exceptional customer service

How often have you felt like the salesperson in front of you was being put out by your questions? How did that make you feel? People experience bad customer service everyday. And when they get exceptional service, they take notice. It’s by far the best way to not only keep your customers coming back, but to get them to bring new customers with them.

Here are the 10 rules for providing exceptional customer service.

1. Commit to being exceptional – If you say that you put customers first, then do it! Approach each customer that comes in the door as if they have a problem that you are going to solve. Make it your mantra.
2. Know your products – It will be hard to solve customers’ problems if you don’t know the features and benefits of the products and services you offer. Know them inside out so you can confidently answer all questions and be the expert your customers expect you to be.
3. Know your customers – Just as you neeed to know your products, you need to know the wants and needs of your customers. The only way to do that is to LISTEN. Don’t sell them what they don’t need. Make it your goal to have them leave with the right solution for their problem.
4. Treat people with courtesy – A simple smile and a thank you goes a long way.
5. Never argue with a customer – Of course the customer is not always right. You can alleviate some of the tension by listening to the issue and then offering the best possible solution you have to offer. Keep words like but, however and you out of your response to keep from sounding defensive. Instead say something like, “I’m sorry this happened. We can help with this by…” 
6. Don’t leave customers wondering – Communication is key. Let the customer know where you are in solving their problem or if there will be a delay. Not knowing fuels frustration.
7. Always keep your promises – Trust cannot be bought. It is earned. If your customers feel you can’t be trusted they will go elsewhere.
8. Assume customers tell the truth – Try to get beyond assuming they are blowing things out of proportion and focus on resolving the problem. Whatever is to their advantage is to your advantage as well.
9. Focus on customers, not sales – It’s about quality, not quantity. Too many sales people focus on their own sales numbers and not on meeting the needs of the customer. If you sell them something they don’t want or need you will have derailed future sales. Give them only what they need and they’ll come back when those needs change.
10. Make it easy to buy – Don’t force customers to jump through hoops to purchase from you. Keep paperwork to a minimum, collect only information that is necessary to provide ongoing service and make it easy to reach your customer service department. Your customers will love you for it.

 

Adapted from AllBusiness.com article, posted Nov 1 2011.

Carve by committee

It can be tempting to push for consensus when you include everyone in a creative project. But does consensus really make anyone happy?

Read the article at  “carve by committee” cartoon | Tom Fishburne: Marketoonist.

Why doesn’t this kinda thing ever happen to me?

Awesome!

Not all businesses could pull of a stunt like this and then make it go viral online. But all businesses can give their customers some WOW… and viral doesn’t have to happen online. Make someone’s day and see how quickly they tell their friends about you.

Customer Service; Grace Under Pressure

In this video Dennis Snow discusses the art of delivering a positive customer experience, even when things are hectic and you have to move quickly.

After you watch the video, take a few moments to evaluate your business environment.

• Make a list of ways you might help your employees provide excellent service even when chaos erupts.
• Have a meeting with them and gather feedback on your ideas.
• Tweak and implement the solutions that come from that meeting.

via Dennis Snow | Disney Speaker. (Posted on March 23rd, 2011 by Dennis Snow)

Be a person, not a logo

Now before you go off and change your profile Avatar from your company logo to a picture of youself, let me explain.

You’ve probably spent a lot of time and money developing your identity in the marketplace. Your logo is an integral part of your brand. Make it worth the investment and use it EVERYWHERE! And yes, it’s often a good idea to use it as your profile picture on your company’s Twitter feed and facebook page. One thing your logo can’t do though is talk. It’s digital, it’s paper and ink. It can’t utter one word on it’s own.

So, how do you use your logo in social media most effectively? You post as a person representing the logo. Let me show you what I mean.

Meet Rosie, aka Ellen Guthrie, owner of Rosie the Rebel Boutique. (I’m sure she won’t mind the free plug) If you check out her facebook page, Rosie does more than just post about her wares – she actually talks to her followers. Sometimes it’s about the weather or a community event and other times she shares her passion and her excitement on bringing in some hot new corsets for the shop. More importantly, she does it with personality. I feel like I’m getting to know her. Now that spikes real interest in going to her store.

Who’s talking to your followers? Is it your logo or is it you?