An Example of Good Customer Service
The right approach can help you and a customer come to an agreement.
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When many think of good customer service, the adage “the customer is always right” usually comes to mind.https://www.pinterest.com/powerpoint_templates/orange-powerpoint-templates/ However, many times, the customer is dead wrong. The manner in which you handle such situations can determine how others perceive your business, and ultimately, whether they patronize you. Regardless of whose fault a customer service issue is, there are ways to rectify complaints so that your customers are happy and your business thrives.
Sometimes, you will run into a situation where a customer is the actual cause of his complaint. Handling these situations with tact is the key to providing good customers service. For example, suppose you own a clothing boutique with a seven-day return policy that is clearly stated on your sales receipts, and a customer brings a dress back 12 days after her purchase. To resolve the problem, you can explain your return policy to her, accept the return if it is unworn and can be resold, and then welcome her future business. This way, the customer gets what she wants, and you don't lose out because you can resell the dress.
As much as you may try to avoid it, it is very likely that you will be the cause of a customer's dissatisfaction at some point. When this happens, it is important to do all you can to quickly resolve the issue to the customer's satisfaction. For instance, if you make custom handbags, but used the wrong fabric for a customer's order, the best thing to do would be to refund her money and pay for postage to return the wrong bag, or re-send her order and offer return postage for the incorrect handbag.
It takes patience to provide good service to abusive customers. Abuse is typically in the form of yelling, being insulting or spewing profanities. When this happens, do not stoop to the customer's level and return insults and do not yell. To provide good customer service, allow him to finish speaking and then ask him to calm down so that you can provide assistance. If this does not work, gently inform the customer that you cannot help him unless he is able to hear what you're saying. If he continues being abusive, you may have no choice but to ask him to leave your establishment or hang up the phone. Doing this is not bad customer service--no one should have to take repeated abuse, even from a customer.
Ensuring that you make every effort to effectively and clearly communicate with your customers is essential to good customer service. This can include posting company policies clearly so that customers see them, offering a website where they can get contact and product information, or distributing satisfaction surveys and questionnaires. In the event of a problem, sharing, rather than hiding, from your customers can affect their loyalty to you. For example, if you sell makeup that is recalled because of a safety issue, make your best effort to personally contact your customers, whether it is by postal mail, email or phone, to warn them and offer refunds. They shouldn't have to find out about the recall from local media outlets or friends before they hear it from you.
If you make a promise to a customer, whether it on purpose or by mistake, your best bet is to honor it. Otherwise, you are not providing good customer service. For example, let's say you own a graphic design firm and guarantee each customer that he can receive as many revisions on his design as he wants. If a certain customer asks for 29 revisions, you are better off doing the work without complaint and honoring your promise, as opposed to limiting the number of corrections you make. If that customer goes on to tell her colleagues that you failed to meet your guarantee, you could lose out on potential customers and have a sullied reputation.
About the Author
Melinda Gaines has been a freelance writer since 2006, with work appearing online for YellowPages and other websites. Her areas of expertise include business, beauty, fashion and sports. Gaines attended the University of Houston where she earned a Bachelor of Science in sport administration.
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