Tuesday, March 2, 2010

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Customer service... a thing of the past? Customer service, customer service, customer service! It seems as though we have been hearing those words since birth, and in most instances it appears as though we've not gotten it right as yet. In spite of all the training, consultations, practical and theoretical exercises, we are still left to ponder if customer service is a thing of the past. We believe that if we think about it as a lifestyle or a fashionable trend, maybe we would get it right... but because we are of the mindset that if an individual doesn't tip or spend enough money, or maybe it's the "you scratch my back, I scratch your back syndrome" – that some of us refuse to demonstrate the slightest bit of civility when serving a customer. Whether that customer is a visitor or native - the last time we heard, all are important and all are right. Of course, that 'all are right' saying is not true in every circumstance, but to add a Biblical touch to the customer being 'always right' - 'you must sometimes give up your right, or a quiet answer turns away wrath.' If we go by that in many situations, 'bad experiences' can be avoided. Do not get us wrong, we are not saying that you should stand there and allow someone to slap you down, or spit in your face. No way! What we are trying to illuminate is that sometimes our bodily expressions, tone of voice and general attitude is a turn off. When you walk into a store and there is not one customer in sight and the clerk simply ignores you, either the clerk is on the telephone, doing his/her own thing or just not interested in securing a sale. That cannot be the best display of customer service. Of course, there are many business places in The Bahamas, when you enter their doors you are greeted warmly, and that encourages the buyer to purchase an item no matter how small. Good customer service is the lifeblood of any business, and we have always been taught that 'thank you', 'may I help you' and other polite actions and comments can either break or make a business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. Good customer service is all about bringing customers back and about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in turn become repeat customers. If you're a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether you'll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels he would like to pursue. Here are a few suggestions to help along the way. Answer your phone; don't make promises unless you will keep them; listen to your customers; deal with complaints; be helpful - even if there's no immediate profit in it. Train your staff (if you have any) to be always helpful, courteous, and knowledgeable and take the extra step and throw in something extra. Customer service is not slavery, it's loving what you do and the joy of exposing others to it. Let's be friendly, the people we are known to be worldwide, customer friendly! Monday February 1, 2010