Customer service

Posted: Thu, Jul 10 2008, 9:16 am Post subject: customer service

I'm bl"n starting a business where I'll be dealing with customers one on one. I would like to offer excellent customer service. What do you look for in good customer service?
Also, do you think the customer is always right?
TIA for all the tips.

Platinum Member Joined: Aug 12 2007 Posts: 20485

For me, it's important that the CSR understands what my problem/issue is. Too frequently these days, we get people in foreign countries (those other than the U.S.) who just don't get it! Also, we too frequently get less than stellarly brilliant CSRs in the U.S. who are just... dense.
So, to me a good CSR listens carefully and makes sure to understand what is going on, before moving forward (or forwarding my call, as it were).

Posted: Thu, Jul 10 2008, 10:09 am Post subject: re: customer service

PPle look for a patient understanding person and yes, they like to be always right. Prewarning-get all the patience you can in the world cuz ur gona need lots of it.
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Gold Member Joined: Apr 26 2007 Posts: 1223

I like when I can take a light hearted tone with the person, takes the pressure off complaining or communicating with a stranger.

One of hte things I hate about the outsourcing to foreign countries in so much CSR is that the people often don't get the nuances of any language that deviates from the script.
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Executive Member Joined: Sep 04 2006 Posts: 498

I have a business where we deal with customer service every minute. My motto is its never worth it to lose a customer. (and their family and friends...) Look at the long term rather than short term. Lose the sale, profit, time... now but keep a customer for the future. Unfortunately CS is not usually great in alot of businesses. So if yours is, they will remember it and be happy to do business with you.