Archive for complaints

How to Provide Great Customer Service (Part 3)

Posted in General Management, How to Provide Great Customer Service with tags , , , , , , , on November 16, 2009 by Robert Finkelstein

Okay, I’m back by popular demand. It’s been a very busy couple of weeks, attending two valuable seminars. Always looking to learn more.

Now back to providing great customer service. We’ve covered four important topics so far – (1) Is the customer always right?, (2) Come on, answer the phone!, (3) Go the extra mile., and (4) A promise is a promise. Today, we’ll look at two more equally important elements to this very important aspect of your business.

5. Don’t turn a blind eye! I can’t say I personally like dealing with complaints, but they are unfortunately a part of doing business. Some say, “You can’t please everyone all the time.” Basically, that’s true. Sometimes it’s not even your fault. Life just happens and you’re caught in the crossfire. That being said, there’s no excuse for not trying to please every customer every time. Even if one person walks away disappointed or upset, they may, upon future reflection, realize you did make an effort…and that might just be enough to bring them back again.

6. Welcome to Basic Training! There’s no excuse for a poorly trained team. Granted it takes time, resources and there may be a learning curve, but it needs to happen… especially if there’s contact with the public or clients. If you can’t train them yourself, find someone who can. “I don’t know,” can’t be an acceptable answer. Create the training tools, the methods of delivery…and then empower your knowledgeable team to make “customer-pleasing” decisions. It’s essentially to the success of your business. And I suggest you make great customer service a part of the culture.

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