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Waltmorey
Pinellas Park, Florida, United States
I founded Core Business Solutions with the goal of helping business owners improve operating results, add value, and recapture the energy and passion that was present when the business was new. We also have the expertise to assist start-up companies create the foundational structure needed to provide the best opportunity for the business to grow and prosper in uncertain economic times. Our goal is to help the business entrepreneur/owner, through mentoring and coaching, develop or enhance managerial skills while providing that independent and objective advice and expertise usually provided by a board of directors.
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Tuesday, April 16, 2013

Why Provide Good Customer Service?

 
 
Have you heard people say that if not for customers, work will be a lot smoother? They ask questions for which the answers are so obvious. Or they can find the answers if they will just read the instructions that are provided with the product. They just have to call and ask all kinds of questions and sometimes you are not even the person who is supposed to handle such questions. Are you looking for good reasons that will help you feel better about this?

First thing is, if there are no customers, then there is no business. If there is no business, then you do not have a job. It does not even matter if yours is not a customer-facing job. Customers are needed. The question now is how you can look at the situation differently so that providing good service to the
customers is something that you can be happy doing.

The basic reason, of course, is that you get paid to do the job and providing good customer service is
part and parcel of the job. It does help to remind yourself that the organization promptly pays you and it is only fair to deliver your responsibility.

The next reason is that good customer service is the best pre-sales effort for the next purchase by the customer. People go all the way out to run promotions and write great copy to entice customers to buy their products.

Nothing though can beat good customer service.
 
There are customers who will repeatedly buy from the same company because they are happy with the service provided. Good customer service is not about falling over yourself providing everything the customer asks for, but it is about providing the customer what they rightfully should get for having bought a product from your company.

There is also a completely personal angle that you can look at where service is concerned. Most people nowadays are conscious of their social responsibilities and like to donate or make contributions to worthy causes.

Why not make good customer service as such a contribution?  In this case, you also get paid for it. In the words of N. Eldon Tanner, "Service is the rent we pay for the privilege of living on this earth". The moment you can start thinking that service is something that you want to do, then every customer
request will be much easier to respond to.

Is it going to be easy? Not all the time. There will be difficult situations but there will also be customers who will be very appreciative of the service that you provide. For those difficult situations, say to yourself that this is why you are paid a salary and just do it. The moment you stop fighting it, handling the situation gets less difficult.

Now, how do you handle difficult situations so that they do not upset you? The best way to handle this is to calmly listen to the customer. Many a time service representatives have a solution even before the problem has been described. Stop to listen first. Then ask clarification questions if necessary before providing the resolution.

Theodore Roosevelt said, "Nobody cares how much you know, until they know how much you care". You will do well to remember these words. If you can listen with a sincere desire to help and be happy to help the customer, you will feel good providing service. Some people even enjoy it. In addition, your whole attitude and listening with care will come through and even the customer's demeanor will change.

Good customer service is not about having a good customer service week once a year. It is about providing good service every day. As you start work daily, if you can accept that your purpose for being there is to respond to customer needs with concern and a desire to help, it will be a lot easier to get through work. You can even start enjoying it.

Remember, at a minimum you are getting paid to respond to customer requests. You are also helping to drive more sales from customers because of the excellent service you help provide. Besides this, from a purely personal perspective, you get an opportunity to be of service even without getting out of your normal routine.

Start having a different outlook to providing good customer service. It will make a great difference to how you support your customers and importantly to how good you feel deep inside you.
 
In about 4-6 weeks or so I'll review another subject designed to provide business owners with information they can use to help them work "on" their business.


Until Next Time : Live Simply, Speak Kindly, Care Deeply, Love Generously and Live In The Moment

All The Best,

Walt Morey

Core Business Solutions

Executive Business Advisor Accredited by the Institute for Independent Business

http://www.corebizsolution.com

 
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