Amazing Customer Service Rule #32

Apologize if the customer feels you or your company let them down

An apology is a bridge-builder. It can mend a broken relationship faster than anything else. And it shows the customer you are willing to take responsibility for helping them get what they want.

Often people are not looking for more than an opportunity to be heard and an apology. When you apologize, you’re not necessarily taking blame for causing the problem. But you are taking responsibility for resolving it.

I was surprised to learn recently that the USA has thousands of people defending us who are not even American citizens. This news came by way of an article in my hometown paper, the StarTribune. The article features two National Guard soldiers who recently became U.S. citizens, even though they’ve served in our military for a number of years. The article reported that our military has over 20,000 people in the military who are not citizens of the U.S.

Amazing Customer Service Rule #23

Remember to PYITS:

Put
Yourself
In
Their
Shoes

Try to see things from their perspective in as many ways as you can. This should be easy because we’re all customers.

Think about when you’re the customer. How do you feel and what do you want from people you buy from? What are the top three things you want from them? Most people want similar things like courtesy, helpful information, solutions (rather than dead-ends), a friendly smile, fair value and quick service.

Amazing Customer Service Rule #41

Always follow up and follow through.

One of the biggest complaints people have is they never hear back from sales or service employees. And we’ve all experienced it. Someone promises to do something and it never happens. So, as a customer we’re left wondering and waiting. And it takes more of our time because we then have to follow-up ourselves.