So, I decided, after facing several challenges with customer service representatives, that great customer service is diminishing. All of us have had some type of experience with customer service. If you have a cell phone, shop, buy food, or just buy, sell or trade in the marketplace period, you have experienced some form of customer service. Now, the words should speak for themselves. The customer is usually the person purchasing or requesting goods or services. Services include the goods or services being offered. To put it simply, in any industry, if you expect people to return and continue engaging in business with you, it would probably make sense to provide excellent service.
So, for anyone planning to go into business or working in customer service let’s consider these things:
- The first impression presented to your clients and/or customers is the most critical window of opportunity for your establishment. If the customer feels like their patronage is not valued, you may lose not only the customer
but every person that they may have referred.
- Be patient and listen to what your customer is saying or requesting. Never assume you know what your customer wants.
- Never rush your current customer just to get to the next customer. Be in the moment. Every customer should count.
- Never follow customers down the angry rabbit hole. Be aware that some customers will arrive in catastrophe mode.
- It never hurts to smile.
Customer service is not for everyone. If you are not a person who likes people, this may not be the career for you. When I think of customer service, I think about the restaurants that have lines outside the door, with hour-long wait times. People wait happily because they know the food and service will be fantastic. Then, I think about having an issue with an item I purchased that may not have worked for me the way it was intended. When I go to customer service, I stand in line for 20-minutes, while four customer service associates carry on a conversation. When they finally get to me, I get an attitude and an interrogation (I had a receipt). It made me think, why did I even come here.
Friends, now it’s your turn. In the comment section, tell us about some of your customer service experiences good or bad.
Until next time,