The older I get the more I run in to customer service issues. Am I that old already? Or far more likely am lost in a sea of poor representatives? Commerce and especially eCommerce survive on outstanding customer service. While I may not be the best at what I do, you better believe I know what good customer service is, and it is getting harder to hold larger companies to a good standard.
In my experience it is simple to achieve great customer service with a few simple rules...
1. Listen - Really listen to the people you serve.
2. Be a problem solver - Solve the issues your customers have by trying to put yourself in their shoes.
3. Ask questions - Someone who is following the above two will be able to ask really great questions.
4. Be honest about your solution - If you can't fix or help your customer be upfront about it but do everything you can.
You won't have a solution for every situation, nor a great experience every time, but the above steps have always held true for me when I give a customer service. As with any skill it takes practice and every person is different so practice good customer service.
In my experience it is simple to achieve great customer service with a few simple rules...
1. Listen - Really listen to the people you serve.
2. Be a problem solver - Solve the issues your customers have by trying to put yourself in their shoes.
3. Ask questions - Someone who is following the above two will be able to ask really great questions.
4. Be honest about your solution - If you can't fix or help your customer be upfront about it but do everything you can.
You won't have a solution for every situation, nor a great experience every time, but the above steps have always held true for me when I give a customer service. As with any skill it takes practice and every person is different so practice good customer service.
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