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Battling with Customer Service: How to Win the War, Part 1 of 2
Customer service, how I loathe thee. Let me count the ways. The
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a distant land.
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Customer Service - 10 Simple and Practical Tips on How to Dazzle Customers
1. If you know that a customer is coming to visit you, put up a
sign (or maybe a balloon) that welcomes them to your business.
Tell your team who is coming so that they know who your customer
is and can call them by name.
2. When you go to visit a customer, take them a present. A
special balloon, a box of cream cakes, a funny badge. Something
that will make them remember you. And send them something with
your quote or your invoice. It only needs to be small but it
will make an impression.
3. Let customers know about things that might be of interest to
them even though they do not necessarily come directly from your
business. For instance, manufacturing customers might be
interested in an export event being run by the IOD. Or one of
the banks might be running a session on cashflow management.
4. Guarantee what you do. If your customer was not happy with
what you had done, you would probably move heaven and earth to
put things right. So why not guarantee it?
5. Let the customer know that you really care about them. Dirty
cups, scruffy appearance or a dirty window all tell the customer
that you don't care
6. Accept complaints graciously and treat them as though they
are nuggets of pure gold. These are your opportunities to
improve and increase loyalty.
7. Always smile when you greet a
customer either in person or on
the phone. The customer can sense if you are not pleased to see
them. And don't forget to make eye contact.
8. Have a menu of drinks. It doesn't cost any more than tea and
coffee but it will dazzle the customer. Have some interesting
sweets in a jar. How about Black Jacks or Fruit Salad or
whatever was your favourite as a child.
9. Make your shop or office a fun place to go to. It has to be
fun for you, fun for your team and fun for your customers.
10. Understand the power of "thank you". Thank your customers.
Thank your team. Thank your referral sources. Try sending a
"thank you" note to customers that pay you promptly - it can
have an amazing effect!
11. Under promise and over deliver. If a job is going to take
one week then allow some extra time and surprise your customer
by completing it early. When you deliver the finished item
emphasise how you pulled out all the stops to get it done early.
About the author:
Derek Williams is creator of The WOW! Awards™ an International
Professional Speaker and Chief Executive for the Society of
Consumer Affairs Professionals in Europe.
For more information about Derek Williams visit www.MrWow.co.uk.
For The WOW! Awards (including access to a FREE customer service
newsletter) visit www.TheWowAwards.com
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