Customer Service: Principles and Best Practices

We are about to load our Customer Service Segment onto Learning Without Scars. That is the final Department in our Capital Goods business segment.

Genuine Concern for Customers

Customer loyalty and Retention is a result of effective customer service. This begins with the self-confidence and a positive attitude of each employee who touches customers. I call these employees “Your Heroes.” These are employees who have high self-esteem and are very empathetic and are better equipped to show authentic concern for customers, which is reflected in their interactions and overall service quality.

Communication Skills

Everyone who touches customers as to be able to create welcoming environment. It  is essential. This includes maintaining eye contact, positive body language, and a friendly tone. One thing that many people forget is that Listening is a critical activity in customer service. Employees should listen actively to identify customer needs and respond appropriately. Satisfying customer needs requires clear, empathetic communication and a commitment to resolving issues.

Competence which I translate as Skills and Knowledge.

Professional competence is demonstrated through product knowledge, ongoing skill development, and the ability to anticipate and address customer needs. Employees should strive to exceed expectations, provide accurate information, and follow up to ensure customer satisfaction. This is why continuing education is so important. Workforce development is NOT a discretionary expense.

Handling Complaints and Recovery

Never forget that a complaint is a gift. The customer could have just hung up and gone away or walked out the door without saying anything. We must address customer complaints promptly and professionally. Encourage feedback, listen attentively, and resolve issues with urgency and respect. Effective recovery skills can turn dissatisfied customers into loyal advocates.

Building Loyalty

Today nearly everyone in the US thinks that Customer Loyalty is dead. It has gone. I disagree WE have chosen to drive profits rather than people. Of course, our customer service levels have declined. We have too much work being done by too few people. What did we expect when we reduced the number of employees handling the same volume of phone calls or walk-ins or sales orders or lines.

Outstanding customer service leads to repeat business and positive referrals. Retaining existing customers is significantly more cost-effective than acquiring new ones. Consistent, high-quality service should be a priority for every organization.

I am so pleased to make this announcement. It is overdue I know but we are finally there.

The Time is Now.