10 Keys to Effective Customer Service

1.      Know your role.  In the relationship with the customer, understanding your role is the first key to ensuring success.  The customer should always be in charge of the conversation. 

2.      Understand what the customer wants.  Being a great listener is better than being a great talker. 

3.      Provide the customer what they want.  Don’t make assumptions that you know better than the customer what they are looking for.  Be an advocate for them.

4.      Treat customers with respect.  On the phone or in person, make sure to let the customers know that they are important.  Don’t leave them on hold forever, and no matter what you are doing, if a customer shows up in front of you, acknowledge them.

5.      Train the Customer.  Customers feel more comfortable when they know what to expect.  Letting them know not only what you are doing for them, but how you are going to accomplish it helps to ease any apprehension they may have.

6.      Be an advocate.  Nobody wants to hear no.  Give your customers options.

7.      Let them complain.  You will learn more from a customer when they are complaining than when they are complacent.

8.      Keep improving.  Take what the customer gives you for feedback and use it to improve how you act, react and how you do business.  Ask for input from your customer and allow them to be part of the solution.

9.      Elevate their expectations.  Don’t just meet the customer’s needs, use your knowledge of your business to exceed them.

10.  Take care of yourself.  Happy employees equal happy customers.  Nobody wants to do business with someone who doesn’t want to be there.  You have the power to decide how you want to feel about your job.