Customer Service – Good, Bad, & Ugly


What is Customer Service? Customer Service is Marketing. Nearly everything you do in business is marketing. This includes phone calls, emails, face to face interaction, and your website..

customer-service-check-listIn most every business, the products and services you provide are different from your neighbors. Customers need to interface with your business to complete a transaction, This interface can be with you, one of your employees, or even your website. Customer Service is quite simply providing assistance to customers. Everyone is entitled to Good Customer Service. Design yours to be as near as possible to your Customers Expectations.

Understanding the expectations of your clients is the Key to Your Success!

Three Key Elements to Good Customer Service

  1. Listen Be a good communicator. Listen and ask questions. Shows that you care and want to provide the right solution.
  2. Learn –  Become an Expert in your field. Know the products and services you provide. Know when to listen and when to speak.
  3. Lead – Show that you can provide solutions. This will show your leadership and professionalism.

How important is Customer Service? Unless you have a monopoly, it is one of the most important things you can provide. Especially if you desire repeat business. It is every bit as important as the quality of your product or service. It is as important as the location of your business, and even your pricing. Remember how you felt the last time you were disappointed with the Service you received when you were in someone else’s business? How likely are you to return to that business that disappointed you? Will you recommend that business to a friend? Good Customer Service just doesn’t happen by accident. It has to be a priority each and every day! You have to genuinely care about your Customers Satisfaction and Expectations. When your business exceeds both, you have arrived.

bad-customer-service-imageBad Customer Service lingers in your mind. It very subtly steers you away from a business. Especially one that has several competitors. When you have a choice, your experience and memory of Bad Customer Service will direct you to another business in most cases. The “Golden Rule” is a terrific guideline on how you should service your customers. Periodically ask them what they expect and how you are doing. Remember, everyone doesn’t think like you, so expectations will vary, and you must understand the difference. Adjusting little things to meet Customer Satisfaction and will remarkably enhance the perception of your business. If you listen Customer feedback will make you a better business person. Listen to them . . . They know what they want . . . and what they expect.

Ugly Customer Service is so blatantly obvious that when you are exposed to it, often times you leave. That particular business is on its way out of business and they usually don’t even know it. This example so rarely succeeds I hesitate to comment further. However, unless customer expectations are a real concern, evaluated, understood, and then positive changes made toward quality Customer Service, the end is near.

Without Customers and Clients – You Have No  Business!

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