A company is only as good as what the customers think it to be - good words indeed. Remember, when you work in the customer service field, you are the "face" of the company - you are what they see the company to be. You give the customer a great impression of what the company is - or, on the flip side, you give it a bad one. Customer service is about satisfying the customer, and this means going out of your way to do whatever it takes to satisfactorily deal with the customer's situation. Here are a few tips to great customer service.
Going above and beyond expectations is a great way to provide excellent customer service. In your particular field, what would that look like? What can you offer the customer that they are not going to be able to find anywhere else? What kind of follow up can you do with the customer to assure everything is still fine? What can you do or offer the customer that is totally unexpected by them?
Do you allow and accept customer feedback? Do you truly listen to that feedback and seek to follow through and apply the feedback as able? Are you truly listening to the customer's comments, complaints or ideas? Do you respond back to the customer about their feedback as much as possible? Customer feedback is a very important way to find out what the customer thinks are the strong and weak points to the company, and should be a focal point to be used in keeping the company's good reputation from going downhill.
"Passing the buck" is something most all customers will look down upon. They do not care if employee X is to blame. They are talking to you, and to them, you are the "company." Don't pass the blame, accept the blame as a company representative, and do not be afraid to apologize. The customer may not always be technically right, but remember they are right, and you need to service them till they are satisfied. Apologizing and seeking to resolve the issue to their satisfaction is your primary duty. Their complaints are the feedback with which the company can use to improve by.
Remember, employees are just internal customers, and should be treated well and given a regular amount of praise and appreciation. Do not let them forget they are the backbone to the company's good name. Show appreciation to them, and treat them with respect. An aggravated, disheartened employee can rarely provide excellent customer service. Treating the employee well should be considered as important as treating the customers well.
As you seek the employment that will put you back on the front lines of customer service, always keep in mind that you are a servant to the public, and must have a servants heart and attitude in order to succeed both for you and the company you work for.
Jeff McCormack resides in Virginia Beach, VA. where he works as a web designer by day. In his off time he is a husband, father, and musician. Aside from being a freelance writer for this Customer Service Jobs blog, he also seeks to assist in career choices and information by contributing to other Nexxt blog sites.
You are the Company Face
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