Providing customer service in today's market

Providing customer service in today's market

A long time ago, in a different "life", I was reminded by a more seasoned co-worker that if you don't take care of the customer they won't take care of you. By that he meant, if you don't respond to your customer's questions, concerns and even more importantly their complaints you won't be successful in whatever endeavor you pursue. Customers are our bread and butter and the reason most of us are paid to sitat our desks. Below I describe some simple, but often forgotten, techniques for taking care of your customer.

1) Pick up the phone!! It's easy to let your phone roll into your voicemail these days. We are all busy, but think about it. How aggravating is it to call a company and get nothing but their voicemail? Sometimes you don't have a choice, but whenever possible pick up the phone when it rings. It's a new opportunity knocking on your door.

2) Return your emails within the same business day. More and more communication takes place via email. Emails are the same as phone calls. It's easy to let them sit in your inbox, just like it's easy to let a phone call sit in your vmail. I have been complimented by many customers for simply being timely in the returning of emails and have landed business by responding before my competitors. Each email could be an opportunity to grow your business.

3) Say thank you. When a customer gives you their business thank them for it. It sounds simple, and old school, but I find that the majority of professionals forget this simple courtesy. Let the customer know that you appreciate what they've done. They'll have a more positive image of you, and about sending more business your way.

4) Be positive. Keep the tone of your correspondence with customers positive. Even if you're having a bad day don't let it interfere with the business at hand. If you want to turn a customer off quickly just talk to them with a monotone or angry tone. They'll get the hint very quickly that they are more of a burden to you than a gift.

5) Be a trusted advisor. You will not get every account or customer that comes your way. With your expertise you will quickly know that you cannot help a particular customer due to their specific characteristics. Rather than just quickly brushing the customer off take the time to understand what is their need behind the need. You may have to ship the customer over to a competitor, but they will respect that you were honest with them and had the knowledge to get them to the right venue. It will create a positive image for you and can lead to results in the future. That customer will talk to other customersand likely recommend you to them.

6) Listen, listen, listen. It's easy to come to a conclusion about what someone is asking before they have even finished their thought. I've seen a number of co-workers in past jobs simply cut the customer off and tell them what they need, when in fact, that's not what the customer needed at all. There is no danger in keeping your mouth shut.

Hopefully these techniques will help those that are new to corporate/business careers and be a good reminder to those of us that have been around for a few years. Give them a try. You might just be surprised at the results.

Matt Skoviera

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