| |
| |
|
Customer Service Information |
|
|
|
Caring for Your Customers
You probably think I am going to say something like, "The customer is always right." Right?? Wrong. I have many philosophies when dealing with customers, but I definitely do not believe that the customer is always right. However, when the customer is wrong, you must handle the situation delicately. There are many types of customers and each one needs to be treated with respect and consideration no matter how difficult they may be. I have found that most (not all) people can be soothed out of their "nastiness". I used to work at our local casino and I would get all kinds of customers to deal with. Most of them were very pleasant as in the IM business, but there were a few that were very difficult. There was this one night when I came in contact with this particularly difficult lady who, of course, was having bad luck. She was just a bit**in" and blaming the casino!! I calmly yet firmly talked to her in a reassuring and respectful manner each and every time I came around. I noticed that each time I did talk to her she became more and more relaxed and controlled. Until finally, later in the evening, I went into the Ladies Room and who should be there, but the difficult lady! Well, as I came in, she burst out, " There she is. There's that girl who was so nice to me all night long and made me feel so much better"! She could not have been more grateful. ;-) Now this will not happen everytime you run into a difficult customer, but it could happen often. Treat people with respect, kindness and consideration and more often then not, you will be able to calm down a dissatisfied, belligerent customer. Listen to the customer and let them know you will do everything possible to get the problem resolved. Show them that you care! You need to actually care about your customer and care about making sure they are satisfied with you and your service and/or product. Do not just think of the customer as another sale. If you get the eternally nasty customer who will not be consoled no matter what you do, do not lose control or sink to their level. Remain calm but firm. The customer is not always right no matter how much they think they are. Be courteous and polite. Since I have been online, I have only encountered about three customers of the eternally nasty type. ;-) I did my best, but to no avail. So I had no choice but to send them on their way. I stood up for myself and for MOE and did not insult them in any way. But as we know, there is just no pleasing some people. I would say that 99% of the people I have encountered online have been absolutely wonderful! They make it easy to treat them with respect and courtesy. I, who has been painfully shy most of my life, love working with people and enjoy interacting with them online and offline. I think all (well, almost all) people are good in one way or another and deserve to be treated as such. This is why I do business by the motto: Treat others as you would like to be treated and Be true to yourself and your customers! About The Author Terri Seymour owns and operates MyOwnEzine.com You can contact Terri at mailto:ter02@newnorth.net
MORE RESOURCES:
Customer-Service - Google News |
|
|
|
RELATED ARTICLES
CRM = Customers (dont) Really Matter CRM was supposed to bring companies closer to their clients. The basic idea was to; find out what a client wants and needs, give it to them, and get them to be your client for life. Create a Positive, Upbeat, Can-Do Workforce and Dazzle the Customer with Your Caring! Given the choice of dealing with a positive, upbeat employee with a "can-do" attitude or dealing with a disgruntled, distracted, uninterested one, which would you choose? No contest. Customers always want the best experience possible; they want it to be easy and pleasant to do business with your company. Why Communication Skills Dont Work In Customer Service Every time my firm conducts communication skills training, we know someone is going to object."That doesn't work. Loyalty Programs May Keep Customers Coming Back - But First You've Got to Earn their Trust Remember trading stamps? If you're over 40, chances are you will. Every time you shopped at a participating grocery store or gas station they gave you stamps to paste into a book. Develop Loyal Customers for a Lifetime - part 2 (11 - 20) Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service. All of the World of Business Is a Stage One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through. Become a Customer Enthusiasm-Guru! One thing all successful small business owners have in common is the knowledge that their business is based on enthusiastic customers. Despite their multi-tasking titles of bookkeeper, service provider and sales-manager, their most important title is Customer-Enthusiasm Guru. Importance of Good Customer Support in Online Computer Peripherals Shops Looking for hi-fi computer peripherals? Finding it tough to decide on the product you need to purchase? Not sure about the models that are available? Not sure about the configuration that would best suit your need? Worried that your budget might not fetch you your long dreamt hi-fi? Just relax!! There are many great world class online computer peripherals shopping centers. They offer you not only the best computer peripherals but also friendly online help in their world class online computer peripherals shopping sites. Sending Mixed Signals Can Send Your Clients Away I call it the "wave and roll."You walk up to an intersection. Caring for Your Customers You probably think I am going to say something like, "The customer is always right." Right?? Wrong. Stay - Say - Pay Would you like to have customers that stay with you and don't buy from your competitors? Customers that say nice things about your business to other people; pay you on time and accept the fact that you might be a bit more expensive then other suppliers? Of course you do but how do we perform this miracle? It's dead easy really; you only have to consider two factors: be Reliable and be Likeable.It almost goes without saying that it's vital to have a reliable product or service. Businesses Need to Rehumanise Big companies and corporations have lost the human touch. The question is, when will humanity catch on, or like robotic sheep will we do whatever the business shepherds tell us, no matter how bad we are treated? I am talking from firsthand interaction here. How To Keep Your Customers Coming Back -- Understanding Customer Retention Why do some businesses offer points, stamps or every tenth coffee for free?These businesses understand that a customer retention program is a fantastic way to ensure that customers keep coming back. The most recognized customer retention programs are those loyalty programs used by retailers, but this same principal can be applied to any business that wishes to maintain a loyal customer base. Restaurant Owners - How Important are People Skills? You are serving great food. Your establishment is new, spotless and inviting and yet you are not getting the repeat visits that you expect. Aint We Wonderful! It may come as a surprise to you to discover that customers don't buy your products or services because they feel that you have a right to make a profit. In other words, their motive for doing business with you is not to help you buy the latest Jaguar or put your children through college. Customer First Customer Service The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies. Is your Online Business Customer-Friendly? Customer service is increasingly seen as one of the most valuable uses for a commercial World Wide Web site. Your Web site is available on a 24 hour, seven days a week basis. The Art of Giving Great Service Sales is tough to get right, and depends on retaining those customers, yet people do it badly and unprofessionally all the time. It's really not difficult to learn the art of good service, and if you get it perfect, you will see those rewards. I Wont Tell My Lawyer but I Will Tell You A general counsel of a large international consulting firm told us about his experience talking to an interviewer who had called to discuss his satisfaction level with his outside law firm. He had been using the services of a "high end, expensive" law firm out of New York. Why Cant Microsoft Make Soft Packaging? Why is it that Microsoft wants you to buy its product but does not want you to open the plastic case that is welded around the cardboard box? I believe that such packaging along with cockroaches will survive atomic disasters!Good luck finding any clue as to an easy way to open this fused bit of skin-tearing packaging. I split my scissors trying to pry open the ends.
|
| home | site map |
| © 2006 |
