The Ten Commandments of Great Customer Service (1-3)

I discovered this post at CustomersAreAlways and thought it was interesting. I’ve covered the Top 10 Customer Service Frustrations before and I should probably cover the top 10 things companies should do when it comes to customer service as well. A good thing is, I have talked about most of these before, but there is always more to talk about!

Today I’ll talk about (briefly) points 1, 2, and 3.

  1. Know who is boss. This point is obvious. Where is your money coming from? Your customers! Customer service is customer service to and for customers. If you don’t know this, you need to re-examine your entire company. Remember the stool – it is very important.
  2. Listen to the customer. This is another one that is so obvious that a lot of companies just ignore it. It is important to pay attention to the little thing and learn about your customer. Just don’t collect tons of personal information about them, but pay attention to everything you can. Do they sound angry? Have they called 3 times in the last 2 days? Do they have 5 accounts with your company and have referred 25 people? It these types of things that make a difference when you are talking to and listening to customers.
  3. Identify and anticipate needs. This is something that you can likely tell from listening to the customer. If they have called 3 times in 2 days relating to the same issue (which is not resolved), chances are their next phone call will be about that. What the company should do is confirm the issue is related to the previous problem and is not yet resolved. Then, they should elevate the call and say “Mr. Smith, I see you have called a few times and have not yet gotten your issue resolved. I am going to transfer you to a senior technician if this is okay with you?” This is a simple operating procedure that will help customers.

    Another example is when you call up two weeks later to follow up on an issue. You should use a different number or extension that way the call can be routed to someone who specializes in follow ups. This person should have the power to get things resolved (if the issue is not yet resolved) and be able to ask intelligent questions so the company can benefit from the follow up.

    The point the article talks about is similar to keeping customers in the loop as well as knowing your customers as a group. Are they generally good with computers? If not, you may want to increase how much your help documents explain things, etc.

There will be the second part of the interview posted tomorrow. On Friday, I will continue this little series.

2 Responses to “The Ten Commandments of Great Customer Service (1-3)”

  1. Service Untitled » Commandments 4-7 said:

    Oct 24, 06 at 4:04 pm

    […] Commandments 4-7 Filed under: Customer Service Experience, Little Things, Big Differences, Customer Satisfaction, Follow-up, Angry Customers, Behind the Scenes — Service Untitled @ 4:03 pm I’m continuing my post regarding the Top 10 Commandments of Customer Service. Today, I’m covering commandments 4-7. […]

  2. Service Untitled » Commandments 8-10 said:

    Oct 26, 06 at 12:21 pm

    […] I’m going to finish up my mini-series on the Top 10 Commandments of Customer Service today with commandments 8 – 10. […]