Customer Service Revisited for small businesses
If you have a business of yours then customer service is one part that cannot be avoided. Businesses have to deal with customer service. Well of course there are lots of frustrations attached to it by quite a few business people.
Here’s something that I just read on Sam Stephen’s Website newsletter. Those of who don’t know Sam, let me tell you, he’s a gem of person, terrific programmer and understands his business. He has a product called “DL Guard“. I bought it from him about may be around 18 months ago.
I remember How darn good his customer service is… He answered all the questions and helped me out at every level. Not to forget his software is very very easy to install.
Anyways I was reading his website on customer service and I thought I should share it with you. Here is the Link to his newsletter “Customer Service Revisited“
Three stories: two about how well things worked out when offering high levels of customer support, and a nightmarish one.
So how do you know which will be which? And is it even possible to decide whether or not you’re wasting your time?
Yes it is, though it isn’t terribly accurate, and therefore it’s best to err on the side of caution anyway. You can usually tell from the tone of people’s emails whether or not they’re using you, or whether they genuinely need help.
If you are abused (and it WILL happen), then your best bet is to right a polite email back. If you are abused again then you have every right to ask them to please show some respect. You’re a human being, and you have ever right to be treated with respect. You’re not your customers punching bag.
Having said that, sometimes your customers just need to let fly with a little frustration. If you can handle them with respect and understanding then these customers can turn into your biggest advocates.
I believe you should always offer better customer service than is reasonably expected. It’s a larger business expense to do so, but it will help build a strong relationship with your customers that will continue long into the future.
I personally know quite a few business people who HATE customer service. But they still do it because they know it’s all about business.
Tell me what do you think of customer service? Do you think you can apply his ideas in real world situations?
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Yeah, I have to agree with Sam’s service. He’s one of the best guy to emulate when it comes to customer service. I always got immediate service from him