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10 Main Rules for Good Customer Service

Discussion in 'Public Relations & Press Releases' started by cathy smith, Jul 19, 2012.

    cathy smith

    cathy smith Applicant

    Jun 26, 2012
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    Most customer needs are rather emotional than logical. You need to go beyond the minimum to make your customers feel comfortable. If there is a serious problem and you can do just a little more to make a customer’s day, he or she is going to remember it. You will get a lot more repeat business and word of mouth advertising if you go the extra mile. You have to take serious the customer’s problems, complaints or questions. Ask yourself the following questions:

     What can you give customers that they cannot get elsewhere?
     What can you do to follow-up and thank people even when they don’t buy?
     What can you give a customer that is totally unexpected?
    Do never forget that your customer pays your salary and makes your job possible.

    1) Listen to the customers want
    • Take time to identify your customers needs
    • Listen carefully and attentively
    • Do not interrupt them

    2) Concentrate on your customer
    • E.g. don’t answer the phone while completing a spreadsheet
    • Take time and ask questions like “Which would you like?”; “How would you prefer it?” or “Is there anything else I can do for you?”

    3) Make customers feel important
    • Treat them like individuals
    • Use their names as often as you can and give them the feeling you know them

    4) Always be polite
    • Find ways to compliment them, but sincere
    • Know how to apologize
    • Use intangibles like saying “Thank you”
    • If customers are angry or having a bad day, make them feel comfortable

    5) Take customers seriously
    • Deal with the problems immediately
    • Let the customers know what you will do or already have done
    • Value their complaints, it gives you the opportunity to improve business and avoids that this problem appears again

    6) Go the extra mile
    • Give more than expected
    • Include a thank-you note in a customer’s package
    • Send a birthday mail
    • Offer promotions, especially for loyal customers
    • Keep in touch (e.g. newsletter) and bring them closer to you

    7) Always try to satisfy your customer
    • Do everything you can to say yes
    • If your suggestions is an exception from your service policy, don’t mind, try to do it if it is possible
    • Always tell your customer what you CAN do, don’t begin by telling them what you CAN’T do
    • Make sure that your solution is acceptable to the customers, get their approval and agreement
    • Don’t prove on them why they are wrong and you are right, just try to satisfy them

    8) Don’t take it personally
    • To take complaints personally introduces anger into the situation

    9) Be visible
    • Make sure the customer knows how and who to reach
    • Let them know who is in charge for their problems, complaints and questions
    • E.g. show your staff on your website to procure familiarity, so the customers know who you exactly are and to whom they are talking

    10) Follow up
    • Find out how things went
    • Learn if the customer is now satisfied
    • Try to get regular feedback and provide a method that allows comments and suggestions that give you the opportunity to improve your business
    Last edited by a moderator: Jul 19, 2012
    Mark likes this.
    Jian Hawk

    Jian Hawk Applicant

    Jul 12, 2017
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    Hi Cathy

    I am agree with you.

    Basically a customer needs quality these days, and he more focus on quality based products.

    Whitedesk Freshman

    Apr 25, 2017
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    Knowing what should be done in order to deliver good customer service is definitely important, but I think a lot of business people forget something especially when their businesses start to get bigger: consistency of the tone at the top. Sometimes, as a business starts to hire more sales people, the management miss out on ensuring that the quality of good customer service trickles down up to every single front-end officer. Good customer service is a business mindset, a company attitude that has to reach the very roots of the business until the rank-and-file employees.

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