21 Irrefutable Laws of Giving Superior Customer Service

21 Irrefutable Laws of Giving Superior Customer Service
Posted by Chris Dellen OCT
22

1. It’s not the customer’s job to make your life easy. It’s your job to make the customer’s life easy.
2. Worst. Oversell / under deliver
Better. Undersell / over deliver
Best. Deliver exactly what you promise
3. It’s your responsibility to understand what the customer really wants.
4. Listen… ATTENIVELY
5. Empathize with their situation
6. Communicate. Communicate… and Then Communicate. If you ask a customer to send you a document, let them know that you’ve received it.
7. Be Genuine / real / human… don’t hide behind a script.
8. Take personal ownership of the customer resolution. Personally make sure that it has been resolved.
9. Resolve the problem… QUICKLY
10. Follow up… ALL THE WAY… EVERY TIME
11. Take responsibility for your company’s actions. APOLOGIZE
12. Don’t even think about making up an Excuse
13. Learn from the master, Sam Walton. Give your customers the benefit of the doubt
14. Don’t take it personal
15. Keep your cool
16. Get feedback and FIX the problems
17. If you are a manager, your frontline people will reflect the way you treat them
18. Make your customers feel important
19. If your customers leave a message, send an email, mail a letter, or contact you by carrier pigeon. Answer them ASAP – that means IMMEDIATELY. Even if it’s 5:01
20. Learn from other’s who are known for giving great customer service i.e. Zappos, Nordstrom, etc.
21. Continue improving.