How to Provide Great Customer Service (Part 2)

Customer serviceLet’s continue down the path of better customer service. It’s not rocket science. It’s actually quite easy. It takes patience, some educating and perhaps a shift in the culture of your team. Take a page out of Zappos.com’s play manual, recognized for its over-the-top, outstanding customer service. No request is too small or too great. They will make every effort to satisfy the customer. Read up on them. It’s inspiring.

Extra mile3. Go the extra mile. It’s not about asking, “Can I help you?” when a customer walks into your store. What’s the automatic answer to that question. “No, thank you. Just looking.” Give it some thought and come up with a welcome that’s different and more helpful. Try to elicit a “Yes” answer. And don’t just point to where a product is, take the customer there. Whether you’re on the phone or face-to-face, provide more assistance than is expected. When you do, it’ll be noticed. And that leads to more customers.

4. A promise is a promise. If you allow for exceptions, there will be more and more of them. Keep your word, making only promises that you can keep. Most customers are forgiving…within reason. Say what you mean, be where you say you’ll be, deliver on time, honor and fulfill obligations…in other words, be everything you’d like other businesses to be. And do it all with a smile. It’s contagious.

If you’re interested in a consultation or have questions, please email me at Robert@RobertFinkelstein.com. If you have any comments, please write them below.

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One Response to “How to Provide Great Customer Service (Part 2)”

  1. Today I asked by phone to a customer “How can I help you?” 🙂

    I will remember your advice at the next time.

    Good job Finkelstein.

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