Keys to Good Customer Service in Eight Letters (CUSTOMER)

2014-10-03O-Na

We love customer service! We love working with clients, and getting to know them throughout the integration process. In honor of Customer Service Week, we thought we would publish our thoughts on what makes good customer service.

No matter what your job or industry, there are always moments when we need to put on our customer service hats. That’s why these principles apply to everyone, no matter what product or service they deliver, and how often they interface with customers!

Keys to Good Customer Service in Eight Letters

C – Confidence. Being well-trained and knowledgeable, offering immediate answers, and having the ability and permission to deal with the issue at hand all creates a confidence with the customer that will keep them coming back.

U – Usability. The usability of your website, software or tools should be sufficient so customers don’t feel they have to flag someone down or call someone to complete a simple task.

S – Sincerity. Sincerity is a product of listening, understanding your customers’ issues, and following through on your word. A sincere person gives customers the sense that they are being heard and you empathize with their problem. Therefore, they are more likely to trust you and return.

T – Transparency. When customers get surprised with hidden fees, unexpected fines, or late products, they feel duped. It is important that customers understand prices, timelines, expectations, and contracts. Information and polices should be easily accessible, thorough, and reasonable. This requires a good explanation of policies and questions upfront, whether face-to-face, online, or on the phone.

O – Operative. To be operative is to be helpful and efficient in providing customers the information or tools that they need. Think like a customer would think. Go above and beyond to provide customers with a level of service that makes them confident in choosing you as their provider.

M – Make Good On Your Word. If you make a promise or set an expectation, be sure it’s one that you can deliver on. It’s better to over-deliver on expectations than to create expectations you can not meet.

E – Efficiency. Customers hate to wait. Quick, simple resolution of a problem without being forced to elevate those problems to a higher level or required to repeat the issue are major obstacles to creating trust and maintaining future relationships with a customer.

R – Real People. When customers call, a human on the other end is almost always more appreciated over a recorded or robotic list of options to choose from.

So there you have it…customer service in eight letters that will have your customers saying two words: “Thank YOU!”

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