Amazing Customer Service Rule #34

See your customer only as someone who needs your help.

It’s easy for us to judge people harshly especially if they’re different than we are or if they are upset or angry. When a customer raises their voice or is impatient or otherwise not so pleasant, it’s easy for us to respond in kind. Often we let ourselves get “hooked” into their way of behaving. But no matter how our customer is acting, our success in helping them depends on our actions and our attitude – not theirs.

Amazing Customer Service Rule #6

Give customers your complete attention.

Customers consistently tell us they hate dealing with employees who don’t listen or pay attention. It’s a common and yet preventable complaint.

When you begin talking with a customer, stop whatever else you are doing and focus on them. Make appropriate eye contact, listen, nod and show them you are paying attention. Some people take notes when listening, to ensure they get everything the customer is saying. Certainly you should ask questions to confirm and clarify that you understand.

Amazing Customer Service Rule #3

When talking with a new customer give them your full name and get theirs right away.

This makes your conversation more personal and enables you to better connect with your customer.

Think of how much better it feels to talking with someone when you know their name. It feels more personal. People develop a faster and stronger connection with others when they know their name. This sets the stage for trust to develop which is required for a long-term loyal customer relationship.

Amazing Customer Service Rule #19

Offer your customers solutions, not dead-ends.

We all know not every customer request is easy or possible to fulfill. But rather than tell them “no” try to find other ways to help them get what they want.

Always focus on finding a solution. No matter what they ask for, you can almost always find an alternative, even if it’s sending them somewhere else.

To do this…

Amazing Customer Service Rule #35:

Never let your customer repeat themselves.

A common complaint customers have is they have to repeat their story over and over again as they get handed off to different people.

Customers understand that often you have to hand them over to other people to help them get what they want. That’s okay, But, as you do this, don’t let the customer repeat themselves.

Do it for them.

Fifteen years ago I had a complaint at a very well known Italian restaurant in Minneapolis. I still remember how badly the employee responded to my concern. In fact, I’ve used it in my customer service seminars. It shows the power we all have to give our customers a memorable experience.

Here are some rules I teach in my seminars to help people handle customer complaints. If you and your staff follow these rules you can turn unhappy customers into loyal cheerleaders for your business.

Poor customer service from airlines is legendary. It’s cliche. It’s so common that when we do get great service we feel like we’ve won the lottery, if only for a moment.

But it doesn’t have to be that way. Sure, airlines have big challenges that can be obstacles to providing great customer service. So do many other companies that find ways to provide remarkable service to their customers. They choose to overcome their challenges and they take care of their customers very well. And they do it consistently.