GOOD CUSTOMER SERVICE TIPS.

By: Joseph Kiel, CIS.

Basic’s

Prove that you’re listening to the customer.

Don’t assume they have no idea what they are talking about.

They are always right, even if you truly are.

Offer to fix it for free or at a very low cost.

The customer is always right

By taking the blame the customers realizes that you are an honest person that will step up and admit to something he or she did and offer to fix it for free, this shows character and the customers like that.

Don’t outsource

By outsourcing your company, the customer looses support of a real English person.

Not saying that the tech doesn't speak English, it just usually hard to understand the person and that can get confusing.

By not outsourcing you will actually save money, outsources get more money per basis on how many calls they get. They will either avoid your question or have a work around that wont work and the customer will have to hang up and try again thus more money.

Solve the problem

Actually taking the time and debugging the problem instead of having a cheap outsource tech support using a work around, or not even answer the question at all. By actually having tech support operators that actually solve a problem, the customer will be happy and go back to you in the future for other products and services. They might even recommend you to there friends.

Offering

When you can’t fix a problem. Offer to replace it or fix it for free.

Give them a discount card.

Get there info so you can keep in contact with them for deals that you will be offering.

Employees When employees don’t

take the blame. Employees don’t take

the blame because they fear that if they admit to screwing up on the job there boss will fire them, ect. So the usually find a way around it to save themselves.

The solution is to tell the employees if they are wrong admit to it, because it won’t jeopardize there job and it actually helps them and the business.

Keep your info up to date and looking nice.

If you have a company website, keep it up to date with prices and deals that you might have.

Have your website not look like it was made in 5 minutes. Take time and think it through. Make it easy for the customer to use.

Summary The summary is simple. Don’t outsource. Actually solve the problem the first time around. Train your employees. The customer is always right. Keep your info up to date and nice looking. Free offerings.

References

http://www.joelonsoftware.com/articles/customerservice.html

http://www.entrepreneur.com/sales/customerservice/article203726.html

http://www.businessknowhow.com/marketing/keepingcust.htm

http://www.imediaconnection.com/content/8349.imc

Pictures

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