Every now and then, an email shows up that promotes a NEW AND IMPROVED version of something that doesn’t need new and improving but sure sounds tantalizing when put next to that catchy phrase.
Today the message was promoting an ebook about customer service success, specifically how to deliver stellar kick-ass effective customer service. Like laundry detergent, the ingredients in this updated formula look about the same, with a few minor tweaks, despite massive attempts on behalf of the company that produces this product to convince you otherwise.
For anyone doing business today who is still unsure about how to serve customers well, here’s a list that’s remained tried and true for a long time now. Whatever manner of service you may be striving for, these approaches tend to work across the board:
1. Be nice to your customers.
2. Listen to your customers.
3. Ask your customers what they would like you to do for them regarding their reason for being in touch with you.
4. Fulfill your customers’ requests (within reason, of course).
5. Accept that in their minds, your customers are always right. It’s okay to let them believe this. You don’t have to believe this. There’s a big difference between the two. People who grasp this concept tend to sleep a lot better at night.
Finally, remember that no matter how wonderful you and your products/services are, there will always be a grumpy customer from time to time. Their displeasure with you is almost always a reflection of their displeasure with themselves, unless your company really did put out something rotten that would warrant genuine complaints.
If that’s the case, no list, no matter how new and improved, is going to save your ass.
