Who are your customers? How is your customer service? In my day job, I serve customers every day, some external and many internal. My monthly paycheck ultimately comes from my customers. My employer just handles the money.
But I believe that beyond my day job, I serve many other customers: my family, my small group, my church, and, you, the readers of this blog. So, am I applying all those great customer service skills that I’m learning at work to everywhere else I serve people? I certainly hope so. You might be surprised at the difference this can make.
To help you reach your goal of world class customer service, I want to share a great book, 180 Ways to Walk the Customer Service Talk, from the folks over at Walk the Talk. Only 43 pages long, I read this in about 45 minutes. And you want to make sure you have a yellow highlighter in hand.
A few excerpts from the book:
Tip 20 - Here’s a biggie: Never tell a customer that you can’t do something unless you immediately follow with a description of what you CAN do for them! Customer service is about DOING–not explaining or rationalizing what you’re not doing.
Tip 22 – Set a personal goal to become an expert on the products and services you offer. Read manuals and marking brochures; talk with product developers, vendors, and service deliverers; use the products and services yourself. The more you know, the better your service will be.
Tip 31 – Always, always, ALWAYS thank customers for their business. Tell them how much you appreciate their choosing your organization for the products and services they need.
Tip 68 – Two more DONT’S: Don’t make excuses, and don’t quote your policy manual. Once again, customers aren’t interested. The absolute best thing you can is do is FOCUS ON THE FIX!
Tip 93 – Focus on the customer’s needs instead of your own. Start each day with the thought, “I want to help as many people as possible today,” rather than “I want to sell a lot today” or “I hope I have an easy day.” Your customers will sense your helpful attitude and they’ll return.
Tip 108 – THROW IN AN EXTRA! Everyone loves getting more than they expected … “getting something for nothing.”
So allow me to conclude by saying THANK YOU to all the followers of this blog! In the spirit of customer service and appreciation, I want to throw a little something EXTRA your way–a giveaway.
I want to give away a copy of 180 Ways to Walk the Customer Talk and one of my handmade pens. The pictured pen is made from genuine Bethlehem Olive from the Holy Land, and it comes equip with an iPad stylus on one end. All you have to do is leave a comment in response to the question below. I’ll announce the winner next week.
What is your favorite customer service tip or advice?