Last time I shared six common sense reminders when it came to customer service. You did not realize it at the time, but that was just half of what I had to say on the subject. Here are six more reminders that also fall under the category of “common sense.”
- It is not enough to take care of customers. You have to care about them. Great service isn’t just a transaction – it’s a bond.
- Don’t just solve problems – create opportunities. You can turn a slip-up into a lasting relationship. All companies make mistakes. Make good on your mistakes. Don’t forget: every mistake is a chance to prove how good you can be. Act wisely and you create a customer for life.
- Don’t just listen – learn. Small complaints can generate big improvements. Do you take notes from your customer conversations? Or do you fix the problems and forget all about the lessons?
- Learn to anticipate problems. If you listen to people and look for patterns, you can read your customer’s mind. Remember, we can amaze customers! We can dazzle them with our ability to know what they’re going to say – before they say it.
- Every customer is a judgment call. The deeper your knowledge, the better your judgment. Give yourself this test: Do you really know your product/service? Can you offer the customer your expert opinions and advice?
- If you really want to help the customers, don’t be afraid to ask for help yourself. Your questions to your company will improve your answers to your customers. There is no such thing as a stupid question. Your customers aren’t embarrassed to ask you anything they want to know. If you are going to answer their questions, you’ve got to be willing to ask their questions to each other. What you don’t know can hurt you. So, ask away.
There you have it. Most of the common sense customer service reminders you will ever need in just two days. And to think there are just twelve of them. Who knew it could be this simple?
Now comes the hard part. You’ve heard it. You’ve endorsed it. You must now put all twelve reminders into practice. The ball is now in your court. Game on!
Mike Marchev freely shares his experiences, strategies and observations with travel professionals in an effort to keep them on top of their game. For a complimentary copy of his 12-Word Marketing Plan send him an email at mike@mikemarchev.com.
Mike’s daily column is made possible by AmaWaterways.
