Key to groundswell: Customer service

Last week I posted a blog about groundswell and how to energize your customers. One of the steps was figuring out the problems of the customer. I find this particular subject extremely important, as customer service, and the quality provided are what most drives customers to interact with a certain business.

With people now holding the power a company really needs to see things from the consumers point of view. There are multiple ways in which this can be done, but I think Raphael Caixeta explains the concept the best by taking the information and turning it into tips for great customer service:

• Respond ASAP and keep them updated: Even if you don't have an answer, at least let them know you're working on it. Just getting some information will help put their mind at ease and probably make them a little more lenient towards you. Also, throughout your process keep them updated on how things are going. Even if it's a short response, it'll make them feel special that your taking the time to address their problem.
• Go that extra mile: If it's something that really isn't that hard to do, and the client really wants it, why not do it? It could be something as small as calling the bank for them if they're having financial trouble, or finding the number for them to call for questions on a product. People really like to feel that they are special and important, and by doing this, you're making them feel special and in control, which means you're more likely to get a positive response.
• Fix your mistakes: We're all human, we all make mistakes, so by now we should know it's better to admit you were wrong and fix the problem than trying to cover it up. A business is more likely to lose a client if the company can't admit they were at fault for something and try to fix it. Admitting you were at fault and fixing the problem shows that your company values good quality and don't want your customers to have anything they're not happy with.
• Listen to your clients: REALLY listen to what customers are saying and asking for. Smiling and nodding along is nice, but if you're not really listening it's not going to matter. listen to what they say, summarize it back to them to make sure you have it right, and offer solutions to them and let them make the final decision. It's that simple.

• Keep your promises: If you say you're going to do something, do it. If you need more time, let them know ASAP. They're time is just as important as yours (if not more important).
• Don't speak down to them: Try to explain things the best way that they will understand it. Which means do your best to not use jargon or technical speak, they probably won't know what you're talking about and won't appreciate you making them feel stupid.
• Be patient: if you've ever worked in any job where you had to deal with people, this is a no brainer. There are many times when a customer is going to run your patience out. Even though they do, don't show it. Never show a client that you're getting agitated or frustrated with them, it will only make it worse. If you don't think you can handle it anymore simply tell them you think you know someone who can better help them. (This is not an excuse to hand over every difficult customer, but if you really can't keep your professionalism any longer there's nothing w rong with reinforcement.)
• Know what you're talking about: Be up-to-date on any information that has to do with your business. People come to you because they want a service and they want you to know about that service. Don't let them down, or you'll lose them.
• Probably the most important- Put yourself in their shoes: it is the simplest, yet sometimes the least favorite. Make sure you're treating them the way you would want to be treated if you were in their shoes. If not, perhaps you should revaluate the situation and do better.