Most customer service people are excited about their first day at their new job.They go to work ready to hit the road running,and for the next few months, their days are filled with interesting things to do and learn, and new people to talk with. As they start working with their customers, they probably even exceed their own expectations with the level of customer service they’re providing. They do it because they understand the importance of first impressions. But sooner or later, the newness of the job—or customer—wears off, the day-to-day demands of the job settle in, and all the extra customer service they went out of their way to provide in the beginning starts getting old.
When a customer calls and you say you’ll get back to them,don't push the request to the side. If you do before you know it, two days have passed, and the next conversation you have with their customer starts off with a litany of excuses—sometimes lies—rather than informed and articulate answers. If you want to be thought of as a superstar when it comes to customer service, handle the promises with a professional attitude toward solving the problem and keep your promises to the customer.
Take full responsibility for your own customer service skills. Customer service is not always an easy job. It can be fun when everything is going great, but not so much when there’s a problem.As a customer service professional you already may know the basics of customer service, but do you read the occasional article about trends in customer service? Do you ever take the time to honestly reflect on how your customers might view your customer service skills? Do you have at least one customer service role model who excels at customer service?
Customer service is more than just problem solving. Every conversation, message, and email you are connected with represents not just your skill at it, but also how important you think it is. Your good customer service will give your customer every reason to feel respected and appreciated. When your customer service skills are excellent, you’ll be well on your way to building longterm profitable business relationships.
Are your customers dealing with a different version of you after they’ve done business with you for some time? Here a three tips of advice.
1. If you are having a bad day, it's not your customer fault. Suck it up and put on a smile and make their interests, concerns, or problems yours, and do it happily.
2. From the moment you say hello until you say goodbye you are being judged for better or for worse. Surly you don't want to be the main topic at their business meetings as a bad example of poor customer service.
3. Good morning, good afternoon, thank you for your business, we look forward to working with you are words dear to your customer ears and go a long way.
Most of all if you are burned out, no longer care for the job (and customer service is about one of the most demanding) talk to the person in the company that can help you get over those hurdles. If you don't, the customers will go away and with it their revenue and with it your job. So remember , make everyday a great selling day!
Alan Luoma is a Sales Coach with extensive experience in industrial sales, sales management, new product development, sales and product training. He works with a national sustainable packaging company and their distributors to increase sales. Alan is an expert that speaks on eliminating behaviors that prevent you from being successful in sales and uncovering sales prevention departments that hinder your success. He is a member of the Hartford Springfield Speakers Network, The National Speakers Association and New England Speakers Association. You can view his profile on LinkedIn, or contact him at Luoma@snet.net
Good article, Alan!
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