Strategic Planning Organizational Development Learning
Vision Philosophy Mission Values Testimonials

Archive for December, 2011

My 3 Tips for Customer Service Success

Thursday, December 29th, 2011

I’ve recently signed on with a new client who is keeping me hopping.  She’s a long term client, but has just joined a new company.  She has a lot to do, and is counting on me to help her deliver.  Her needs got me thinking about my needs.  And, right now, my needs are secondary.  That’s what I’m thinking.  My needs don’t matter as much as hers, and that’s the essence of excellent customer service . . . at least in “my book”.  And, I have three rules of the road for serving this customer, and all the other ones I am blessed to have:

  1. Meet your customer in her “space”.  I don’t mean “put yourself in her shoes.”  That’s oversimplifying things and means you have to do some imagination.  I mean, pay attention to what’s getting her attention, causing her stress, or ramping up her enthusiasm.  Slow down or speed up to match her pace of communication, brainstorming, and problem solving.  There’s no imagining involved here . . . just plugging in to what’s really going on.
  2. Be. Here. Now.  I don’t mean that you have to physically be where she is.  (My client is in Dallas, I’m in Minneapolis . . . we don’t share the same state, let alone the same office.)  But, when we’re talking on the phone, I don’t multi-task.  When we are face to face, she gets my full attention.  It makes service (and life) so much easier when I focus on what’s in front of me instead of thinking about what I could be, should be, or would be doing if my client wasn’t around.
  3. Work hard and be nice.  I have a sign in my office that says this because I can’t be reminded enough how simple it really is.  No matter what . . . I work hard for my customers.  And, no matter how grouchy I am feeling, I am nice.  (The same goes for when my clients are grouchy.)  Nice makes a difference.  Actually, nice makes the world go around.

Those are them . . . my three tips for customer service.  Nothing magical or complicated.  The key for me is to remember that it’s not about me, it’s about my customer.

What are your tips for excellent customer service?  I’d love to hear them.


Comments: No Comments »
Posted In: Uncategorized