The 5 Rules of Customer Service
EXIT Realty Franchise Support Manager Sharron Richardson reminds us that we're all in the business of customer service
If you deal with people, no matter what your title or position, you are in customer service. Let’s break down that term. Customer implies this is someone who has come to you for something, and has chosen you over other options. Service implies the way we interact with that individual; could be good, could be bad.
With that in mind, here are The 5 Rules of Customer Service:
1. Treat everyone like royalty. We should all treat each other with respect and with an “I can help” attitude, no matter what the relationship. The goal to good customer service is to make every connection a win/win for all parties.
2. Put yourself in their shoes. We can get caught up in our own world and if we are dealing with someone who is frustrated or angry, it’s best to try and put ourselves in their shoes. Using empathy when dealing with others is essential to a win/win situation, and is necessary to ensuring the other party feels they are being heard. Customers want us to listen, and then they want us to provide solutions.
3. Don’t take it personally. A connection with a frustrated person is part of customer service. We need to detach ourselves from any negativity and focus on listening and on providing a solution. This is in no way a green light to endure abuse. You have every right to expect reasonable communication. Just remember that frustrated customers are generally frustrated with the situation, not the person. We need to diffuse, and turn the situation around. The best customer service reps have a knack for turning a difficult connection into a positive one. This is an admirable skill and you will be remembered for it.
4. Listen to your customers. We all believe we have the best system, the best product, but keep in mind that the customer is the end user. Be open to feedback. Not only will you demonstrate you value their input, but you may improve your product or service as a result. Keep in mind that if one person says it, many more are thinking it. If someone has taken the time to provide feedback, always acknowledge the effort.
5. Be flexible. We all have business rules and procedures to follow. The purpose for these is integrity, structure, and efficiency. We mustn’t lose sight of the fact, however, that each situation should be looked at individually. No one wants to feel as though they are no more than an account number. While you should never compromise your business values or integrity, do consider each situation individually to determine how you might be able to ensure a positive outcome for your customer.
