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Your Golden Rules for excellent customer service?

Discussion in 'Off Topic [BG]' started by BassyBill, Sep 20, 2008.


  1. BassyBill

    BassyBill The smooth moderator... Gold Supporting Member

    Mar 12, 2005
    West Midlands UK
    Based on your own experiences, what advice would you give to an organisation, big or small, who asked for your opinions on how they could really be amongst the very best in this respect?

    Just curious is all.
     
  2. thefruitfarmer

    thefruitfarmer

    Feb 25, 2006
    Kent UK
    Employ me, I need a job and I have 15 years customer service experience...;-)

    Advice...

    Be transparent, show respect for customers and give good value.
     
  3. BassyBill

    BassyBill The smooth moderator... Gold Supporting Member

    Mar 12, 2005
    West Midlands UK
    Sound advice in a nutshell.

    I'll let a few more folks chime in and then I'll start to vent. ;)
     
  4. thefruitfarmer

    thefruitfarmer

    Feb 25, 2006
    Kent UK
    Thanks....:)

    Checks appearance in mirror, straightens tie and prepares to compose manner to give attention to screaming punter and give heartfelt and genuine apology. Prepares back up plan in case said punter feels the professional apology is not enough (remembering that bosses do not wish for anything to be given away at all) and anything given to screaming and potentially litigatious customer has to be justified to spreadsheet watching boss......

    :D
     
  5. ahkiatt

    ahkiatt

    Sep 30, 2006
    Singapore
    Other than trying my best to meet the customer's demands without having to compromise my break times:

    If my commission exceeds $2000. "Happy endings" are acceptable. :bag:
     
  6. machine gewehr

    machine gewehr

    Sep 17, 2005
    Istanbul
    In no way,whatever the reason is,you MUST NOT make a customer wait 2 months without contacting them on the subject and not replying to any of their mails etc.

    You do this,you lose customers.FAST!
     
  7. IanStephenson

    IanStephenson UnRegistered User

    Apr 8, 2006
    Mistakes happen. Wrong stuff gets sent out/sometimes stuff breaks...
    All of that is OK. Making it good when you screw up is what really matters.

    If a company screws up, and does a good job of fixing it they earn respect.
     
  8. Be prompt in communications, if you say you're going to ring someone back do so, reply to emails within a few days and always be upfront with everything.
     
  9. Make sure your staff know their products. Nothing more frustrating than having to teach the person behind the counter about their own products...
     
  10. Agreed. I'd add "prompt service when applicable". I think transparency is the biggie for me and the one I tried to always convey when I was in the field, though. If a customer knows what is going on, they will forgive a lot of speed bumps in the sales process. I'm sure there are others, but I just woke up.

    Mike
     
  11. fitbass3p

    fitbass3p

    Oct 7, 2006
    Madison, WI
    I believe "Don't let the engineers near the customers" works as well
     
  12. (...taking notes...:D )


    ...good points here, particularly about always being tranparent, prompt in replying to questions and complaints, and doing everything (WITHIN REASON) to address any issue.

    Those are the ones I try to live by.
     
  13. fenderhutz

    fenderhutz Supporting Member

    Jan 28, 2007
    Harpers Ferry WV
    Listen. Even if it's the 400th time in a week you have heard the issue, treat it like the first. :)
     
  14. Human Bass

    Human Bass

    Aug 26, 2005
    Depends, geeks like me love to have someone explain all the tech and such in a realistic way.
     
  15. fitbass3p

    fitbass3p

    Oct 7, 2006
    Madison, WI
    You're in a very small minority, then. Congrats.
     
  16. thefruitfarmer

    thefruitfarmer

    Feb 25, 2006
    Kent UK
    Awaits Bassybill's vent with eager anticipation and keen ear.
     
  17. smile... (sincerely)
    listen... (whole heartedly)
     
  18. GeneralElectric

    GeneralElectric

    Dec 26, 2007
    NY, NY
    Good customer service is cleaning up after herself and discreetly leaving my residence before dawn.
     
  19. fenderhutz

    fenderhutz Supporting Member

    Jan 28, 2007
    Harpers Ferry WV
    :eyebrow:
     
  20. thefruitfarmer

    thefruitfarmer

    Feb 25, 2006
    Kent UK
    have severe grovelling act ready in reserve....
     

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