Customer Service – Text
Check unknown vocabulary before you read the text:
feedback – the return of information about the result of a process or activity; an evaluative response
to pursue – go on; continue; follow
to judge – form an opinion of; decide on critically
fake – not real
reliability – being reliable (honest)
exception – something not according to the rule; something not included
otherwise – differently; in other respects
to annoy – make upset, angry
appropriate – suitable; fitting
to pop in – visit for a short time and without a plan
price slashing – price reduction
Good Customer Service
Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positivefeedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
If you’re a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue.
How do you go about forming such a relationship? By remembering the one true secret of good customer service: “You will bejudged by what you do, not what you say.”
If you truly want to have good customer service, all you have to do is ensure that your business consistently does these things:
1) Answer your phone.
Get an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business. People who call want to talk to a live person, not a “fake recorded robot”.)
2) Don’t make promises unless you keep them.
Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise – because nothing annoys customers more than a broken one.
3) Listen to your customers.
Let your customer talk and pay attention to him. Show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
4) Deal with complaints.
No one likes hearing complaints. You may not satisfy all customers, but if you give the complaint your attention, you may be able to please this one person this one time.
5) Be helpful - even if there’s no immediate profit in it.
The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the assistant said that he thought he might have one lying around. He found it, attached it to my watch band – and charged me nothing! Where do you think I’ll go when I need a new watch band or even a new watch? And how many people do you think I’ve told this story to?
6) Take the extra step.
For instance, if someone walks into your store and asks you to help them find something, don’t just say, “It’s in Aisle 3.” Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it.
7) Throw in something extra.
Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective.
If you apply these seven simple rules consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashingever did!