Tweet

Solving the Customer Service Puzzle

Guest post by: Drew Stevens Ph.D.

Article Overview: Learn the simple rules of customer service to assist your organization create the differentiation required to create allure.

Solving the Customer Service Puzzle

In the last several weeks I have solicited over 20 vendors for a variety of reasons; restaurants to home improvement centers. There is a stark contrast in treatment from one establishment to the next. Most bewildering is the general lack of focus and respect for customer service. The simplest issue for any business is retaining clients by treating them well. Research over many years proves that it is less expensive to maintain your current client base rather than acquire new.

As a business development and customer service consultant I am more sensitive to the issues. However let me offer some free advice that will save organizations money, time, stress and most of all, customers.

· When a customer walks into an establishment or walks to a cashier please have your staff smile and say hello. The world’s icebreaker is an empathetic smile.

· Remember customer’s names. The sweetest sound customers hear is the name of their name, do not screw it up, repeat it the name if needed.

· Have nametags available for all employees. Nothing is more bothersome than to not know the name of staff.

· Eliminate the ready, fire, aim approach to service. Start having employees listen and question. Nothing can be heard when both sides are speaking.

· Check the baggage. Consumers do not care if employees received a ticket before work; have a toothache or the myriad of other excuses. It is about the customer not the worker. Bad attitudes are to be left at home.

· When possible have all employees wear ubiquitous uniforms especially in service establishments such as doctors, specialists, etc. It is helpful to know staff from vendors or perhaps other customers.

· Have staff address me formally unless told otherwise. Respect is the better part of valor no matter the generational differences.

· Inform staff that cell phones and the rude act of text messaging are off limits during work hours. Attention must be given to the customer not the evening date.

· Ensure background checks on delivery personnel. In the last several weeks I have noticed seven traffic infractions. The most notable – Stop sign avoidance!

· Stop the banter. When clients arrive undivided attention is to be given to them. Refrain from rumor mongering and speaking ill of the previous client.

· Offer frequent customers some type of VIP service. The most treasured become your greatest marketing avatars.

· Create a customer culture all hired need to be focused on your greatest asset- customers.

· People remember the first thing they hear and see and the last. Make a positive first impression and a memorable last.

©2010. Drew Stevens PhD. All Rights Reserved.

Related Articles
  5.0 Diversification and Growth: Economic Report on Africa 2007
  Smart Women Know How to Work the Puzzle
  Selling: The Greatest Customer Service
  Small Business Success The 21 Essential Pieces for Your Business Success Puzzle
  What’s Your Signature Response to Problems?
  How To Beat The Odds And Win The Recession Marketing Challenge
  Small Business Success: Commitment One Piece of the Puzzle
  Innovation or problem solving? is a great question to ask often
  Are You a Problem Solver or a Problem Blamer?
  Don't Let Strategy Puzzle You
  The Importance of Customer Satisfaction
  Beating your number one competitor - the status quo
  Power to Your People
  Three Points of Need or Buyer Pain
  Tips for Improving Customer Service
  Making Money on the Internet-It’s as Easy as Playing a Game
  THOUGHT SHOWERING (BRAINSTORMING)
  Niche Strategy Success - How to Make Sure You Have a Good Niche
  The Secrets of a TOP GUN Xerox Sales Professional
  The Importance of Problem Solving

Article Tags: approach, business development consultant, business development consulting, Business Development Plan, Business Development Sales, business development sales marketing, Business Development Strategies, Business Development Strategy, business development tips, business development tools, business development training, business marketing, business strategy, business strategy development, closing techniques, cold calling, Customer Acquisition, customer experience, customer loyalty, customer relationship management Customer retention, customer relationships, Customer Retention, Customer Service Business Development Customer expectations, Customer Service Consultant, Lead Generation, lead generation Marketing strategy, marketing, marketing a small business, marketing ideas, marketing plan development Customer Service Keywords Customer service, Marketing Small Business, marketing solution, marketing strategy development, marketing tips, marketing your business, negotiating techniques, New Business Development, prospecting, sales and marketing plan, sales and marketing strategy, Sales Closing Sales Effectiveness, Sales Leads, sales management, sales process, sales resources, sales strategy, Sales Techniques, sales tips, Sales Tips, sales training, Sales Training, Sales Training Articles, Sales Training Seminars, Selling Process, selling to clevel, small business marketing strategies



Related Forum Posts
Re: Service Or Product? - I agree with starting a Service-based Business in the economy. Here is what I think is critical: 1. Researching that your Service business has a market. 2. Marketing the Service with as much leverage as possible. 3. Product-izing the Service (aka Package Expert Knowledge). This will only help elevate you as "the" expert in your niche and make you accessible to people in different price points.
Marketers, Learn What You Can, Cannot Control Online - I am a Customer Service Representative in my company so naturally every once and a while I get angry customers fed up with my companies policies. Oh! I remember one day on my way home from school I was walking by a gas station and there was a man with a huge cardboard sign outside a small car mechanic business telling people not to go there because they are crooks. I am pretty sure they lost tons of business. I know my mama kept away from there after I told her about it. I found it pretty funny. I wonder if the guy got arrested or fined though....
Wearing different hats in Business - I have a business that produces beautiful custom rugs for home and business environments. Different hats that I'm wearing... Rug Fabrication - 10 [i:21cr28m8](partially outsourced to an outfit here in the US)[/i:21cr28m8] Customer Service / Sales - 8-10 Bookkeeping - 1 Marketing - 6 Website development - 5 [i:21cr28m8](mainly outsourced)[/i:21cr28m8] SEO, SEM - 6-8 Accounting - [i:21cr28m8](outsourced)[/i:21cr28m8]
Re: Two Useful Books To Help You Focus On The CLIENT - Hi David, To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience". Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
re: game - Hi Kevin - have you heard or seen any intriguing games? With access to the internet, and available answers, maybe it would need to be something that requires deeper research - perhaps something mysterious and educational at the same time. Needs to be Fun too - something colorful, creative and educational. Maybe like a Puzzle, then all pieces are within the forum - then as people find the pieces, the puzzle comes together... and whoever finds the most pieces gets the prize. just a thought...


Share this article with your friends. Fund someone's dream.

Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.

Newsletter

Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!

Name:
Email:

Popular Articles

Are You Reaching Out?

Top 7 Tips to Real Estate Agents’ Success

What Is The Foundation for Your Vision?

Suggestions

Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.