I came across this video and had to share it with you. It’s a very good example of customer service but inspiring too. I see to many companies getting it wrong these days, there is more emphasis on money then on service. When you serve people and it does not take a lot to be nice, but when you serve people it can have a massive impact on you and your business. Check it out.
Is the Customer Really Always Right?
The guiding principle behind good customer service is usually summed up in this phrase ‘The customer is always right.’ But if you’ve ever handled customer service issues before, you know this isn’t exactly true. This statement isn’t meant to be taken literally. What it really means is that the customer is always right in their mind. Making them happy and satisfied is the key to having good customer service.
Right Even When They’re Wrong
Many businesses don’t do customer service well because they fail to understand that the customer is always right in their own mind. Put yourself in their position. They have a problem with your company. They come to you expressing this problem. They may have misunderstood company policy or made a mistake when ordering, but they still feel frustrated or angry.
Your first responsibility is to listen to them and empathize. When you show that you trust them, you validate their feelings. In other words, they’re right. Now they’re ready to cooperate with you to reach a viable solution.
The Customer Is Always Wrong
It might be easier to understand this by taking an example of the opposite attitude ñ the customer is always wrong. There are certain businesses that have an adversarial attitude toward their customers. This can be common among government agencies and other organizations that don’t depend on the support of the people they serve.
Take, for instance, the Department of Motor Vehicles (DMV) or your local college’s financial aid department. Often, the person helping you is overworked and only concerned with one thing – getting rid of you. Whether you walk out of the office smiling or fuming doesn’t matter to them. Your problem is not their problem. You’ve probably done something wrong, and anyway, you’re keeping them from getting their other work done.
When the Customer Is Clearly Wrong
The main argument against the eternal rightness of the customer is the fact that sometimes they are just plain wrong. They make outrageous demands that are impossible or against company policy. They want you to make it stop raining or deliver the Holy Grail to their house.
When this happens, you’re obviously not going to give them what they want. The first step is to empathize with them, no matter how ridiculous the demand. Show them that you recognize their feelings. Next, offer an alternative that your company is capable of giving them. If they press the matter, remind them that what they want is impossible, but stay humble and poised, and not defensive.
‘The customer is always right’ doesn’t mean literally what it says. What it means is that you’re on their side. You’re going to work together to get the situation resolved. Create a company policy that starts with the customers’ needs and develop a system for serving them from there.
Tips For Customer Service
- Emotional Intelligence: Understanding and responding to the emotional needs and state of your customer is crucial. You should be able to listen actively, empathize, and communicate in a respectful manner, irrespective of the situation.
- Regular Training: Regular customer service training for employees is essential. It equips them with the right tools and techniques to handle different scenarios and customers. Regular refresher sessions can also be a morale booster.
- Feedback System: Establish a robust feedback system to understand your customer needs better. This will help you refine your products, services, and the overall customer experience. Also, it’s important to act on the feedback given and communicate any changes made back to the customer.
- Implement a Customer-First Culture: Cultivating a customer-first culture in your organization can pay dividends. Every member of your team, from top to bottom, should understand that the ultimate goal is customer satisfaction. This perspective can transform your customer interactions.
- Use Technology: Leverage technology for better customer service. AI, chatbots, and CRM systems can help manage customer queries efficiently and effectively.
- Be Proactive: Don’t wait for a problem to occur before you address it. Be proactive in communicating with customers and address potential problems before they happen.
- Deliver on Promises: Trust forms the foundation of any relationship, including business. Always ensure that you deliver on the promises made to your customers. If a promise can’t be kept, communicate it as early as possible and provide alternatives.
- Personalized Service: Try to personalize your service. Customers appreciate the extra effort to make them feel unique and valued.
- Empower Your Employees: Empower your employees to make decisions at their level. This not only speeds up the process but also makes your customers feel valued as their problems are addressed immediately.
- Exceed Expectations: Don’t just meet expectations, strive to exceed them. This can pleasantly surprise your customers and create a lasting impression.
Remember, while it’s important to acquire new customers, retaining existing ones is equally, if not more, vital. Excellent customer service plays a crucial role in customer retention. These tips should help bolster your customer service and in turn, customer loyalty.
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