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Customer Service Information |
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The 3 Rs of Customer Service
What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company's forget the 3 R's of good customer service- Respect your Customer, Take Responsibility for Your Actions and Products and give your Customers a Full REFUND when it just isn't right. I promise you that if you follow these 3 simple rules you will never have to run after the same customer again! Respect the customer! Just about as plain as the nose on your face Right? Wrong! How many times have you been greeted in a less than courteous manner or worse yet- not at all!! Never lose the opportunity to make a great first impression- very rarely do you have a second chance to undo the damage done by that first encounter. No amount of advertising or even freebies, can make up for this faux pas. Remember it takes a customer 10 times of seeing your advertisement for it to become real to them. One customer has the power to tell 50 people how awful you are. That is a lot of damage control. That means that 50 people need to see your ad 10 times- that is 500 times each x 50 - are you reeling yet??? That translates into a lot of dough!!! Wouldn't it be easier to be pay attention and be nice the first time around??? Customers- they are your business- You need them- they don't need you. They are your most valuable commodity and it doesn't take a lot for them to be disloyal- on the other hand- develop trust - and it won't matter how much your product costs- they will still purchase Kraft over a no name. Why? Because they have been valued as a customer. Treat customers as you would like to be treated. 7 unhealthy attitudes of Disrespect ?Unprofessional greetings ?Staff who do not know company mission statement ?Staff who do not know the product ?Staff who do not understand that the customer is the only reason they are getting a paycheck this week ?Management who don't listen to staff on how to "fix" customer service ?Giving the front line staff the authority to "fix " a customer problem on the spot ?Respect a customers time Responsibility ?Company should be responsible for their product- all the parts and pieces should be there, and the product does what it says it does ?When you take responsibility for something you take back your power. If something is wrong with your service- admit it to the customer instead of blaming others ?The customer is always right. Don't challenge them, remember what it took to bring them in the door- and how much it will cost you in reputation if they leave unhappy. ?Make sure your staff are creative and have the ability to make decisions on behalf of your organization so they have the power to make the customer happy. This may be as simple as being able to throw in a pen or better yet, take off the tax? Refund- ?Nothing is worse than purchasing something that is not working and finding out that you have to have a credit note. ?IF this is your policy- make sure the customer KNOWS this before buying. ?Personally, I believe that a refund is more respectful to your client. You may not have another product that they WANT or NEED. To make them buy something they DON'T want just because you have their money- leaves a bad taste in their mouth and they will think twice before shopping at your establishment again. ?Be cheerful when you take returns?A consumer that can shop and safely know that you guarantee what you sell will be a return customer. They know that they can shop with confidence- if they make a mistake - you will help fix it by taking back the merchandise- this is very powerful and it is why people shop at large department stores - because they KNOW if it is not right it can be returned. ?Have your staff offer to help them find something that is more suitable. People don't always know what you have to offer .Knowledgeable staff are your greatest asset and if they are able to match your products or services to the customer needs, you have created a customer for life! These are customer service solutions that will affect your bottom line. Implement these ideas and you will see a shift begin. Your staff will have pride because they will be more knowledgeable as well as have the ability to HELP The customer will be happy knowing that you are there to SERVE them in a cheerful and timely manner YOU will be happy because you won't have to work so hard to get this same customer back in the door! Frankie Picasso is an Entrepreneur and Customer Service Expert who has spent the past 20 years in Marketing and Customer Service consulting for both Public and Private Sector organizations. She is now a Motivational Speaker, Certified Master Trainer Coach in Leadership and Executive Business Coaching as well as a Professional Certified Life Coach with her company called Conversation with My Shoes.
MORE RESOURCES: Pricing, AI, DPA, Customer Service Tools; Bill Emerson Interview; Training This Week; STRATMOR CD Workshop Mortgage News Daily AI Chatbots Are Ready to Talk to Customers. Sort of. The Wall Street Journal Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Yahoo Finance Qme secures $3M funding to streamline customer service across Africa Techpoint Africa Building Competitive Advantage in Customer Care Through AI The Business of Fashion 311 Customer Service Center City and County of San Francisco FTC Finalizes Order with H&R Block Requiring Them to Pay $7 Million and Overhaul Advertising and Customer Service Practices for 2025 and 2026 Tax Seasons Federal Trade Commission News Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Business Wire JEA is inviting bids for 19-story downtown tower that used to be its headquarters The Florida Times-Union American Lamprecht Enhances Visibility for Air and Ocean Shipments Using Descartes Solution Supply Chain Dive Neterra Enhances Its Customer Service Monitoring System Total Telecom Women in Fintech: A Conversation About Loyalty Ecosystems in Financial Services with Becky Hill Finovate Gladly Named a Leader in Constellation ShortList™ for Digital Customer Service and Support PR Newswire QueueKiosk™: Saving Thousands of Active-Duty Man Hours & Improving Customer Service at the MPF Office Kiosk Marketplace Finally, hard data on a real-world AI business use case: It’s huge for customer service Sherwood News Liverpool reinvents customer service through digital platform ComputerWeekly.com Firm to expand customer service in Yorkshire with new service centre Golf Business News CSPI & Nutrition Action Customer Service CSPI Newsroom Textron Aviation to Open New Service Facility at Essendon Fields Airport, Expanding Capabilities in Australia Pittsburg Morning Sun Help Department of Taxation and Finance Six Game-Changing AI Customer Service and CX Strategies Hospitality Net Consumer Directed Personal Assistance Program (CDPAP) New York State Department of Health Cigna's customer-centric strategy could ripple across the sector Modern Healthcare Major AI Success Story: Giftify Achieves 40% Faster Customer Response Times with Enterprise AI StockTitan Community advocacy group accuses RG&E of shutting off service to record number of customers in 2024 Spectrum News Contact Us About Your Bill myclearwater.com Customer Service Center apps.tampagov.net Customer Support | Department of Corrections Governor Tom Wolf 311 - Birmingham’s Customer Service Center City of Birmingham (.gov) DESCO's meeting held to enhance customer service and power reliability The Business Standard 70% of customer service to rely on AI by 2028: Gartner Outsource Accelerator Customer Service & Support Hillsborough County (.gov) My experience as a Customer Service and Sales Intern Toby Shapiro's Experience at A.D. Sutton and Sons Chapman University Delta’s annual profit-sharing day spotlights ‘people first’ strategy The Atlanta Journal Constitution 3 Ways To Quickly Make $50 GOBankingRates Welcome to Riverside Public Utilities City of Riverside (.gov) Celebrate Customer Service Week City of Riverside (.gov) Which companies have the best customer service? Amazon, Shein, Costco among top-rated brands USA TODAY Con Edison Proposes Investments to Meet Growing Demand for Clean Energy, Enhance Customer Support T&D World Contact Reverb Support Reverb America's Best Customer Service 2025 Newsweek 8 strategies for using AI for customer service in 2025 Sprout Social Attorney General Bonta Demands Better Customer Service for Californians California Department of Justice AI for Customer Service Market worth $47.82 Billion by 2030 - Exclusive Report by MarketsandMarkets™ PR Newswire Can artificial intelligence rescue customer service? The Economist Permits–customer services King County Lifeline Support for Affordable Communications Federal Communications Commission Department of Transportation Governor Tom Wolf 11 key elements of excellent customer service Business.com Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff High Point University Summer EBT | Department of Human Services Governor Tom Wolf How Intercom Achieves 86% Resolution Rates with Claude AI: A Customer Service Revolution - Anthropic Office of Developmental Programs Governor Tom Wolf |
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