Posts Tagged ‘Customer Service’

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Customer Service – The Network Factor

Monday, September 6th, 2010
Customer Service
by xeeliz

Customer Service – The Network Factor

Have you ever been to a business event and noticed how interested people seem to be in everyone else? The long and short of their noticeable efforts is to make connections with other business people. To some this process can seem disingenuous, but in most cases this networking activity can mean the difference in getting a contract, making an impact, closing a deal and feeling as if you have been heard.

For many the idea of self-promotion is a turn off. They would almost rather experience a full day of Tiny Tim singing “Tiptoe Through the Tulips” than visibly force themselves onto another person.

In our business efforts we tend to be very interested in advertising our services or products. We may use print, radio, television or online advertising, but essentially we advertise because we want people to buy what we sell. If that weren’t our intent we wouldn’t be in business.

If you can view networking as a form of advertising you may find yourself a bit more accepting of the idea.

For instance, if you are taking part in a business luncheon don’t be afraid to pitch your product or service to those around the table. Keep your focus on the product or service and not on yourself. This generally meets with greater receptivity and it allows you to distance yourself from the feeling of only promoting yourself. Besides most people aren’t especially interested in someone who can only talk about themselves anyway.

Secondly, work to respond in kind. If other people are interested in talking about their product or service be attentive. You can’t really expect to only share news regarding your business and not have an interest in what other motivated business owners have to say.

In fact, a business luncheon can provide the perfect atmosphere in which to learn the skills associated with the interaction that takes place between your business and your customers. How you respond to others in a personal setting like this can be a determining factor on how you likely respond to customer service issues.

In a situation that may leave you uncomfortable there are still lessons that can and should be learned.

Remember there are two very important sides to the coin of networking. The first is that it gives you the opportunity to advertise to a group of other business owners. Secondly, it can help you gain the skills you need to really learn how to place the needs of your customer first.

These face-to-face contacts can also help you learn vital skills in networking online.

We all like to be heard. Are you listening?

Scott Lindsay is a web developer and entrepreneur. He is the founder of HighPowerSites and many other web projects. Get your own website online in just 5 minutes with HighPowerSites at: http://www.highpowersites.com. Start your own ebook business with BooksWealth at: http://www.bookswealth.com

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Customer Service Life Lessons From an 11 Year Old Businessman

Friday, September 3rd, 2010
Customer Service
by LunaWeb

Customer Service Life Lessons From an 11 Year Old Businessman

Career Life Lessons: From an 11 year old paperboy

You remember the neighborhood paperboy. Almost everyone took the daily paper. The kings of the paperboys in my mid-western city delivered to almost every house in an eight block area and sometimes had a helper.

They could make or more a week and the local newspaper set aside some money every week so when the paperboy retired at age 17 or 18 they might have up to 00 or more to help get them started toward college. If you think this wasn’t much money-it would pay one year’s tuition and some of the expenses at a pretty good school. Like I said this was a long time ago but the lessons learned are just as applicable today.

You had to know somebody to get one of the big paper routes or be at least 13 or 14, but I uncovered a kid about my age (11) whose parents told him to quit because he was spending too much time and getting almost no return. This was a Sunday paper route with about 60 customers delivering the big fat Sunday paper from the big city. The paper reached our town on a train at about 3am Sunday morning. I paid .65 for the whole route. I calculated by the 5 cents a week commission from each customer that I’d have the money back in one week. My first lesson: A one week return on your investment you say had to be illegal or fattening but it was legal. Not a bad return on my investment.

The first Sunday was a disaster. My predecessor’s books were not up to date or in order. Lesson number 2: do your homework and don’t assume the other guy knows what he’s doing. It took me about four hours to deliver the papers and to try and collect my money. When I was all done I’d made about 35 cents. Lesson number 3: in a cash business don’t count your earnings until the money is in your pocket.

My father took a dim view of me spending most of my Sunday in my paper route business and he told me to fix it or quit. Lesson number 4: If you’re responsible do what your can to fix the problem. Everyone has a boss, it’s always the customers, and sometimes it’s your father.

I straightened out the books, drew a map and then put each customer on the map in order of delivery. Some customers were several blocks out of the way and very time consuming to service so I gave them to paperboys in adjacent areas. Lesson number 5: Not all customers are equal. Some you earn money on and some cost you money.

Now I had the receivables to consider. During the week I went knocking on doors. I introduced myself and explained my problem. I told the customer I wanted them to get the big city Sunday paper as early as possible, but I didn’t want to wake them to collect. Some offered to pay by the month, in advance. Others would put their money under a bottle or rock on their front porch. And a few didn’t have a solution; for example, they lived in an apartment so there was nowhere to put the money out. Lesson number 6: Ask the customer for a solution and most times they’ll come up with a good answer to your problem.

Several customers told of the disorganization of my predecessor, where he tried to collect twice, or didn’t come by for weeks and then neither really knew the correct amount to be collected. I apologized for him and asked what I could do to make it right? Lesson number 7: Customer service issues are difficult to overcome, but by being honest with the customer many times you’ll be given a second chance.

After about four weeks I have the route running as good as it could be. I make the deliveries before 7am each Sunday and after church stopped and collected from the few that owed me money. Then another challenge cropped up.

The newspaper manger announced a contest on who could get the most new subscriptions. After some thought, I went back to my customers and asked for referrals. I offered to give them a free Sunday paper if they gave me a referral that signed up. A number of new customers were outside my area but I increased my subscriptions by 25% and came in third in the contest. Lesson number 8: Know the value and cost of acquiring each new customer. For each free paper I gave out, I got the money back in five weeks, again an exceptional return on my marketing costs.

So here they are: eight career business lessons; (1) Know your return on investment; (2) Don’t assume: do your homework; (3) In a cash business don’t count your earnings until the cash is in the till; (4) If you’re responsible do what you can to fix the problem; (5) Not all customers are equal-some cost and some pay; (6) Ask the customer for a solution; (7) Customer service issues can be overcome with honesty; and (8) Know the value and cost of acquiring each new customer. Overall a good set of guidelines for any career or business.

I’m sure if you think about it you have some life lessons that you learned early on. Maybe it was a job that was horrible and you learned early you didn’t want to get into that career or line of work. Or maybe it was a good boss where you learned how to lead or a bad boss where you learned what not to do.

Overall the secret is to take something positive away from each of our life lessons and you’re never too early to start. So as you grow in your career you can stand on your previous experiences and reach higher and higher goals.

John Groth is a career coach. Find valuable Career Development Ideas,in-depth articles and a free seven day career planning guide at his web site. Discover up to date recruitment and Job Hunting strategies; all to assist you in developing and advancing your career.

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Remembering the “Service” in Customer Service

Wednesday, September 1st, 2010
Customer Service
by Metro Transportation Library and Archive

Remembering the “Service” in Customer Service

As direct sales representatives it’s important to remember that our customers are who we are serving, not the other way around. Without them we wouldn’t have a business and so, we are their servants – working for them to keep them happy with our products, our service, our company.

The key to developing a good relationship with your customers starts with communication. Once a direct sales consultant has established a customer/rep relationship with someone it’s important for her to communicate clearly what service the customer can expect. When appropriate, even a written formal agreement can be used to ensure that both parties are clear on what will be provided. Communication can come in many forms:

1. Follow up calls – Communicate clearly several times regarding your customer’s orders and/or upcoming party that she’s hosting. Make calls to confirm the booking, to let her know you’re excited about the upcoming party, to secure a guest count, to talk through any last minute details and to answer any questions she might have.

2. Website statements – If you’re able to personalize your company provided website, make it clear in the wording there what you’ll provide for your customers and hostesses. Be specific and give them a way to contact you if they have questions about anything you have written here.

3. Business contracts – When appropriate, write up an agreement or contract with your customers and hostesses further clarifying what they can expect from you, as well as what, if anything, they are responsible for with regards to your relationship with them during each transaction or point of contract. This is particularly necessary if you are in a direct sales business where you are taking a deposit, have a minimum number of guests or anything else that might seem worthy of a more formal written agreement.

4. Emails – Emails are great for back up support but should not be used as your primary communication source with an established customer or hostess. Given the increased use of email and the potential for emails to get lost or end up in a spam or junk folder, this is not the most reliable form of communication when you’re interacting beyond sending general information.

The more you can communicate in each of these different forms the better. Take pride in the service you provide. If you’ve communicated clearly the chance for snafus and problems are minimized but when they do come, you can deal with them graciously and clearly remembering that you are serving them, not the other way around.

How can you insure that your communication levels with your customer are high enough to avoid problems? The easiest way is to automate and/or systematize your follow up system. Have a clear checklist of how you’ll interact with your customers and hostesses from the moment your relationship with them starts. Use calendar and to do list software, a tickler file, autoresponder for emails and even scheduled mail cards and post cards to help. And if you are not one for organizing, then bite the bullet and hire an assistant to help you.

These days, especially, with the direct sales field booming and more and more reps vying for customers, excellent customer service skills are a must. Spend some time today thinking through how you can take it up a notch to keep your customers – and you – happy with your direct sales business.

Annette Yen enjoys helping other direct sales consultants make the most of their business through coaching and online support. Sign up for her free e-courses at DirectSellersUniversity.com

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Isn’t That What Customer Service is All About?

Thursday, August 19th, 2010
Customer Service
by LunaWeb

Isn’t That What Customer Service is All About?

Last week I went to a local pharmacy to have a prescription filled. As I approached the prescription counter I noticed a sign beside the cash register that said, ” Let’s Talk.” Considering it an invitation I said in a friendly, cheery voice, ” OK let’s talk.” and proceeded to say ” How are you today?” The woman waiting on me was not amused. She looked at me in frigid, non-responsive silence and finally said cooly, ” Can I help you?”

It didn’t take a degree in nuclear physics to figure out that she was totally ignoring my humble attempt to be friendly so I too immediately responded to her icy tone with one of my own. I gave her the information regarding my prescription and was told curtly that I was at the wrong counter. I was at the “PRESCRIPTION OUT” counter when I should be at the

” PRESCRIPTION IN ” counter. How silly of me to make such a mistake. Maybe that’s why she was so unfriendly to me. I had committed a huge unforgivable sin in Pharmacy Land.

As I approached the proper counter I once again saw the sign, ” Let’s Talk.” and decided to give the place a second chance. I looked at the lady waiting on me and said once again in an upbeat and friendly tone, ” The other woman who waited on me wasn’t really in the mood to talk so I came down here. So “Let’s talk.”

Again stone cold, icy silence followed by ” Can I help you?” If you can’t beat them, join them so I too became cool, abrupt, assertive and said, ” Mike Moore/ Doctor Quinn/ asthma medication/ repeat required please. She checked the computer and found that I did have 4 repeats left. I told her that I would be in at 10:00 a.m. the next day to pick it up and I left. I know I shouldn’t have responded in kind but I was ticked off at the way a paying customer was being treated.

I wanted to hand the woman my card and tell her that I spoke to companies and organizations on customer relations and would be more that happy to conduct a seminar for their employees on the topic. But I didn’t.

I’m not saying that dealing with the public is easy. It isn’t. In fact it can be very stressful but you can neutralize the stress with a simple smile and a bit of humor. All these people needed to do when I responded to their invitation to talk was smile and say in a friendly tone, “OK. Let’s talk. What can I do for you?”

Simple, easy, effective and it leaves your customer wanting to return to do business with you. Isn’t that what customer service is all about?

Mike Moore is a speaker/humorist who speaks on ” Humor and Stress” Humor in the Workplace” and “Customer Relations” http://motivationalplus.com/cgi/a/t.cgi?motplusarticles

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Are There Real Customer Service Jobs at Home?

Thursday, August 19th, 2010
Customer Service
by Graela

Are There Real Customer Service Jobs at Home?

The work at home field is full of scams. If you have spent much time at all looking online for that perfect work at home job you’ve probably seen far more scams than actual jobs. It’s rough out there.

The reason for this is that it’s so easy to set a scam up and have people fall for it. Websites cost very little and a scam can be set up in just a few hours, waiting for the unwary.

If you want to work at home in customer service there are a few things you need to look out for in order to avoid the scams. There are real jobs out there if you can only find them.

No matter the work at home job you want, be careful about paying when you apply. There are a few legitimate companies that do charge for a background check, a practice I personally disapprove of, but it’s something you can also see in outside the home jobs.

Keep in mind whether you’re applying for a job or starting a home business. You can expect to pay to get started in a home business, but not a job. If you don’t understand which a given opportunity is, take the time to find out. You need to know what you’re getting into.

A real customer service work at home job will have some expectations about your working conditions. If you’re going to be working on the telephone, most likely zero background noise will be tolerated. Get a noise cancelling headset, but also have a quiet room in which to work. If you can only work at night when the kids are asleep, so be it.

The challenge most people find with these jobs is that you get paid by talk time, not by the hour, even when you’re expected to remain available for your entire schedule. At times this isn’t a problem but other times it can be a really big deal. Be prepared to deal with these problems.

Very, very few work at home jobs offer benefits. If health coverage is a big deal for you there will be even fewer companies that will interest you. You will often be considered an independent contractor rather than an employee. This has an impact on how you do your taxes and you may have to file quarterly, depending on how the company handles it.

Most companies do let you choose your schedule, but will expect you to stick with your schedule. This is great in that you have the advantages of working at home and being there for your kids, but just as with other jobs you will have to call in if there’s a problem keeping you from working your usual schedule.

Customer service is a great work at home job for many people. That means it can be very competitive and a little hard to get into. But not impossible. Be persistent, be professional, be prepared to work hard.

Stephanie Foster runs http://www.homewiththekids.com/ and has been a work at home mom for about 5 years. You can learn more about working at home in customer service at her site.

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Customer Service And The Heirloom Factor

Wednesday, August 18th, 2010
Customer Service
by joe-manna

Customer Service And The Heirloom Factor

A couple in Colorado discovered a game they enjoyed. The game was not available in any of the box stores they visited so they conducted an online search one Christmas.

They had first observed the game a year before. They loved the fact that while the game was fun it also provided a perfect tabletop feature for their home adding a unique aesthetic to their home.

As they had remarked positively to their hosts about the game the year before so had many others as the one-of-a-kind game eventually graced their own table. As a family gift to themselves they conducted an online search hoping to find and purchase this unique game.

Their online search led them to a couple in Utah who handcrafted this game. The husband made the board out of the specific wood type of the customers choosing and supplied game pieces that fit their décor or preference.

The wife utilized a toll free number to access the company and was surprised to reach a grandmotherly voice that was profoundly interested in the specific needs of the family. It seems she and her husband make these games and travel to craft shows and other events to sell them. The online store was a relatively new idea for them.

The personal attention this couple received has allowed them to pass along the wonderful experience they had in making the purchase while visitors enjoy the game and the craftsmanship behind it.

I love hearing stories like these because it serves to prove what I have advocated all along – a pronounced dedication to customer service will make it possible for individuals to…

1) Have a positive purchase experience.
2) Enjoy the seed of trust in their dealings with a company.
3) Feel a better connection with the business.
4) Tell others about a wonderful product and the people who produced it.

This couple will say that this game was one of the best gifts they purchased although they had more expensive gifts under the tree.

They may forget the new laptop, dishes or shirts, but they will remember the story tied to the purchase of a game that will remain the center of conversations for holidays to come.

Why? Because the proactive approach to customer service along with a story that can be passed along will make this ‘game’ a potential family heirloom. And it won’t even be because the game is inherently valuable, but the emotional attachment will be strong enough to cause the game to remain cherished for a very long time.

If this all sounds a bit like hogwash think about something you may have in your own possession that contains a story you can easily and readily share with someone else. It could be a gift from your grandfather that contains an emotional attachment that can be shared in the form of a story. It could be a dresser that has been passed down from one generation to the next with one or more stories to share with family.

We all have personal stories we are inclined to share with those who will really listen. As a business owner a personal approach to customer service could provide a story that will make your product cherished and your company trusted.

Make Your Own Website in minutes with HighPowerSites.com or Build Your Website with BuildAGreatSite.com. Start an EBOOK BUSINESS at BooksWealth.com.

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Customer Service – The Disney Way

Tuesday, August 17th, 2010
Customer Service
by takomabibelot

Customer Service – The Disney Way

The customer service at Walt Disney World in Florida had always
been exemplary. Yet on this occasion, as the new
millennium began, there was something wrong…

We had been there a number of times. Ever since our first trip
there in 1980 – quite an adventure at that time when travelling
from the UK. On that very first visit, my wife was pregnant with
our first child, yet this visit in the year 2000, seemed to show
us how things had changed.

Back in 1980, we bought ‘Disney Dollars‘ a gift voucher
featuring all the stars of the shows. There were three
denominations and we brought them home and had them framed, back
and front.

In 2000, we wanted to add to our collection with the souvenir
millennium ones, yet left it to our very last night to make our
purchase.

Imagine our disappointment when we went to Guest Services at the
bottom of Main Street to hear that the voucher was being
only sold in EPCOT, as a ‘trial’. Not being one to give up on
this, I wished to register my complaint and asked for a senior
manager, only to be told that there was no-one about.

So I then asked for the name of the manager at the most senior
level in Disney World, but again, I was told just to write to
Customer Services and I was given an address in Florida.

That wasn’t good enough for me, so I suggested that I would
write to Michael Eisner in Burbank, California, where Disney’s
corporate head office is. I was told by the guest services
representative that, ‘I’d never hear back from him’!

When I got home, that is exactly what I did. And about three
weeks after I sent off the letter, I had a phone call – in fact,
I had two phone calls, because I was out when the first one was
fielded by my wife. In the second 20-minute call (not, I hasten
to add, from Micheal Eisner, but from a nice lady ‘in his
office’), she profusely apologised, questioned me a lot
on the issue that I’d raised and pointed me in the direction of
where I could buy these vouchers by post. It was a detailed
enquiry, so that ‘we can learn from your experience and put it
right’.

I was impressed.

But not so impressed as I was four months later when I
received a two-page letter from another department, explaining
what they had done to rectify the experience I’d had, in detail,
as well as sending me a full set of the vouchers I’d
wanted in the first place, free of charge.

The Disney experience is one which is well known – in fact the
way their customer service process works has been described at
length in a great little book called ‘Be Our Guest‘ as
part of their Disney Institute offer.

Both these are worth checking out if you want to understand
better how exemplary customer service works, from an
organisation who truly know how to do it

None© 2005 Martin Haworth is a Business and Management
Coach. He works worldwide, mainly by phone, with small business
owners, managers and corporate leaders. He has hundreds of
hints, tips and ideas at his website, www.coaching
-businesses-to-success.com.

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The Golden Rule of Customer Service

Tuesday, August 17th, 2010
Customer Service
by Suresh BJ

The Golden Rule of Customer Service

“Do unto others as you’d have them do unto you.” Don’t worry; I’m not trying to take you to Sunday school under the pretense of a business article! However, in one form or another we have learned this rule for as long as we can remember. Many people try their best to apply this rule in their everyday lives. But, how many of us try to follow such a simple principle when it comes to business?

If you think about it, it could single handedly be the most important rule to follow in business. After unpleasant sales encounters, most customers are not most upset with the product or service that they purchased. Sure that may have been the root of the problem. But, most people understand that we don’t live in a perfect world and sometimes things don’t work!

The reason most people leave these situations upset is because of the way that they’ve been treated. They feel that they have spent the money for your product or service that for one reason or another did not perform properly. This upsets them, but what really angers them is that they feel that no one cares.

We’ve all had negative customer service experiences. Those of us in sales have most likely been on both sides of such exchanges.

When we’re in the salesperson role, we may be running ragged from an extremely busy day. We may have issues going on in our personal life. We might simply have gotten up in a bad mood that morning. There’s nothing innately wrong with any of those things. However, it is our job to find a way to put all of those things aside to help the people we’re paid to assist. This is why I feel that sales people should really be required to take Acting 101! Ideally, we would always be able to genuinely be interested in listening to our customers and helping them find the solutions that work best for them. But, we all know that that’s pretty much impossible everyday, absent a fairly large prescription of Prozac! Salespeople are just that, people. We’re not always going to be at the top of our game, but we must be able to “act” as if we are. Convincingly, act as if we are!

On the other hand, being that salespeople are people, we are constantly faced with these situations in which we are the customer. Undoubtedly, you have run into a few salespeople who have irritated you or who may not be quite as helpful as you’d like.

Now, obviously, we will never be able to be perfect in all of our customer interactions. However, if we were to try and keep the good old “Golden Rule” in our consciousness at all times when dealing with customers, I think we’d find our jobs more enjoyable, our customers happier and yes, even our profits growing!

Dana Wallert is the owner of an online virtual assistance company. She has many years experience in sales and marketing, as well as office management. Find more about Dana and sign up to receive her free monthly newsletter at DW Office Solutions

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Building the Business of Your Dreams — Customer Service: Your Opportunity to Shine!

Thursday, August 12th, 2010
Customer Service
by davidking

Building the Business of Your Dreams — Customer Service: Your Opportunity to Shine!

Building the Business of Your Dreams — Customer Service: Your Opportunity to Shine!


“You can either be part of the problem or part of the solution.”


I find myself telling my ten year old that several times a week. This morning, I realized how much it truly applies to me, my consultants, and our businesses as we move our lives and businesses forward.


I have come to realize that some days (and for some people) it seems much easier to get caught up in the dramas of life. And while people certainly do have valid concerns and objections — they sometimes do (myself included) complain about seemingly ridiculous things.


What defines us, though, is how we deal with these issues and situations as they greet us.


When an issue or problem is brought to our attention, how can we make it our second nature to roll up our mental sleeves and quickly find a creative resolution? This, instead of avoiding an unhappy customer’s calls and pretending (or wishing) we hadn’t checked our email!


Believe me, I realize that no one wants to hear someone complain about their


products and services, or even themselves. I certainly don’t! But the secret to ultimate customer service success lies in handling these situations quickly and flexibly — without getting defensive or paralyzed and with a smile.


People will always have issues. And, some complaints certainly seem more justified (and easier to manage) than others.


Ideally of course, we would prefer to never have an unhappy customer (or an unhappy consultant)! But we are humans and, thus, there is the margin for human error in everything we do.


Unfortunately, we often feel personally attacked by people’s issues and complaints. And when this happens, understandably, we want to run the other way or to dig in and defend ourselves. However, while possibly providing temporary relief, either of these options can make the situation much worse, and neither of these options will provide the excellent customer service that your customer is seeking and that will actually propel your business toward success.


Whether it is a lost package, a misplaced order, a damaged item, or a simple misunderstanding often times the complaint will be completely out of your control, and yet you are required to deal with it with as much grace and diplomacy as possible. Your own mental health, as well as the health of your business depends on it!


The great news is that a simple shift in your perspective will not only empower you to deal with these situations like a pro, it will actually improve your business, as well as your professional relationships. Surprisingly, you may even find you begin to welcome these challenges instead of wanting to run the other way, give up on your business, or turn off that ringer.


Complaints and criticisms are a huge blessing to our businesses.


Truly.


They shine light on a potential weak link — sometimes in our business procedures, policies or product, and sometimes even in ourselves. Complaints and criticisms provide an excuse for pausing and for introspection. In a hurried world, they make us stop, breathe, and rethink, as they test our determination, creativity, and patience!


When unwarranted they allow us to recognize that you know what? We really are doing a great job. During these times they can act as the messenger: we really need to ease up on ourselves!


When we do give ourselves a break, we let our defenses down and are able to deal with the situation without feeling attacked. We can laugh to ourselves about how ridiculous the complaint is, while we do what we need to, to make our customer happier about us and our business! In the end, once the crisis is deflated and negotiated, it becomes a touchstone. We are able to see how well we handled the situation and take a moment to feel good about ourselves as ever-evolving business women.


When warranted, these complaints point out crucial areas where we as individuals, as professionals, or as companies can improve. Certainly, no one likes to hear or learn that they could have done something better, or differently, to achieve a more favorable result. Yet, we all want ourselves and our businesses to be the very best that they can be. So viewing these, proverbial, bumps along the road as blessings, and as areas that we have the power to take action and improve, can alleviate (or at least lessen) our potential for paralysis and fear. Seeing complaints as gifts allows you to realize: this situation is going to be solved and my business will be better and stronger because of it.


Our personal character as well as the integrity of our businesses are organic…and become strengthened and enhanced each time each adversity is tackled quickly: head-on with honesty and grace.


Recognizing that your customers’ problems are always opportunities to provide stellar customer service, will allow you to set yourself, as well as your business apart from the rest.


Time is of the essence. An unhappy customer generally just needs to be heard. The moment you reach out, listen, and then offer to help them, they will begin to relax and the entire situation will begin to deflate. And you do not have to already have the solution the moment you receive (or make) the call!


Listen carefully. Realize you are part of the solution and can listen without taking their complaint personally. Realize that what they say has the power to make you and your business better.


Empathize with your customer (even if you don’t agree with them!) If nothing else, you can surely understand that they don’t feel good about the situation.


If you aren’t sure how you can begin to make the situation better ask them! A simple, what can I do to make this better for you?…will go a long way.


Often, a customer just wants to feel heard and know that you are willing to help. When you carefully listen to what someone is saying — the answer of what you need to do will generally rise to the top. And if you need to consult with someone else, do that before making promises you may not want to (or be able to keep). Don’t feel pressured to know everything at that moment.


Simply, let them know that you will be getting back to them quickly with a solution.


Do just that. And you will shine.

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