Customer Service Is Dying - and Im Not Feeling So Good Myself

Have you ever called a company and been greeted with the phrase "Hold, please"? How do they know you can hold? They don't even know who you are. Maybe you can't hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire. Then you finally get someone on the phone, only to be told, "I can't actually help you; I'm just paid to apologize, and I'm really sorry about that."

Being frustrated by a lack of customer service is nothing new. It just seems that in the last few years, companies have become more innovative when it comes to not helping you solve your problems. I recently asked a hotel employee to help me with my luggage. He told me to hold on and he would have someone look into it. I thought, "Hey, you're someone-why can't you look into it?" I realize that we are as busy as we have ever been, and that many younger people were not brought up in the traditional culture of customer service. But none of these excuses will protect your business in today's challenging economy, where customers are questioning value even with companies they have known for years.

Maybe it's time to get back to basics and make service a real priority. Sure, plenty of companies claim to offer great customer care. But raising your service standards requires more than a promise; you need to set concrete goals and establish effective procedures to meet them. Whether you own the company, handle key accounts or just accidentally encounter your customers, you'll reap huge benefits by applying the following customer service goals:

On the Phone

• Be friendly! No one wants to send a check to people who seem to be bothered by their call.

• Ask permission before putting a caller on hold. If a customer is greeted with "Hold, please," what the customer really hears is "Hang on! Someone much more important than you just called in."

• Keep it professional. Smoking cigarettes, slurping a drink, and playing the drums on your desk makes callers feel like they are getting advice from a guy in a bar.

• Make sure that callers don't have to repeat themselves. Someone who has explained a problem three times to three different people hangs up angry, whether or not the problem is solved. All the Time

• Create a positive image to attract business. Remember that squirrels are just rats with good publicity.

• Display compassion for people who are upset. People who don't think you care won't value your solution.

• Be very clear when you explain a process. When customers don't know what you're talking about, they assume you don't either.

• Do what you say you're going to do. When you don't follow through, people don't think you have forgotten. They think you don't care.

• Know when to bring in someone else. When it becomes clear that the customer thinks you are the problem, set your ego aside and send in a fresh face.

• Establish a simple, easy-to-implement, customer service plan. When something is really complicated, it's hard to tell if it's working.

Well, I think customer service will survive- and I feel better now that I've written this article-but it's important that we help nurse that ailing customer service to a full recovery, ensuring a healthy prognosis for today's businesses. The companies that attract and keep the best customers are usually the most effective at managing expectations and emotions. Successful companies train their people to anticipate customer needs and to solve problems before the customer knows they exist. But before you can do any of this, you have to start with the basics. If you really want customers, set customer service goals. Remember, if you don't know where you're going, any road will take you there.

Garrison Wynn is a nationally known speaker, trainer, and coach. He is the President and founder of Wynn Solutions, specializing in The Truth about Success.

About The Author

As a speaker, advisor, and entertainer, Garrison has worked with some of the world's most effective corporate leaders and salespeople, from multi-billion dollar manufacturers to top New York Stock Exchange wire houses. He has a background in manufacturing, entertainment, telecommunications and financial services. An experienced actor and former professional stand-up comedian, he has hosted PBS television specials and national radio programs.

www.wynnsolutions.com, garrison@wynnsolutions.com

---

Ebooks, Scripts, Websites, and more...

Adsense websites

Invalid Excuses for Poor Business Results - The Weather

Note to Kmart: It wasn't about the weatherIn the 1970s... Read More

Increase in Customer Sales = Increase in Customer Service

One of the most popular questions asked in online business... Read More

Boomerang Customers- What You Might NOT Think Brings Them Back!

With all of the calendars and PDA's and lists I... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly,... Read More

Poor Customer Service - Are Your Customers Driving Away Other Customers

Every customer you have is a word-of-mouth advertiser for you.... Read More

Why Communication Skills Dont Work In Customer Service

Every time my firm conducts communication skills training, we know... Read More

Make An Action Plan To Improve Customer Service

Customer Service is a critical factor for keeping your clients... Read More

Customers - What They Really Want - 6 Secrets of Customer Service

What customers really want can be divided into two areas.Firstly... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

Dissatisfied or Rude Customers Can Be Satisfied Customers

On a recent airline flight I was an upset... Read More

Customer Neglect

What have you done for your existing customers lately? Probably... Read More

Improving Customer Service

Improving customer service starts at the top - with us... Read More

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or... Read More

How To Boost Your Bottom Line With Two Little Words

I hate to sound like one of those cheesy get-rich-quick... Read More

Developing A Customer Complaint System

Background The company was experiencing an increase in the number... Read More

Are You Satisfying Your Customers?

The latest report from the American Customer Satisfaction Index (Michigan... Read More

Five Tips to Calm Cranky Customers

1. Tis the SeasonRecognize that everyone is frazzled during the... Read More

Customer Service and Marketing that Works

Go into many businesses today and try and get service,... Read More

How to Keep Customers

Who was it that said - "The customer is always... Read More

4 Customer Service Mistakes Companies Should Avoid Making

1) Being placed on hold endlessly. Don't you just love... Read More

Astonish your Customers With These Customer Service Tips

Customer service today is getting worse. Win customers over and... Read More

Customer Service Is Dying - and Im Not Feeling So Good Myself

Have you ever called a company and been greeted with... Read More

Making the Connection: Customer Relationships That Build Your Business

Have you ever wondered why you often find a coupon... Read More

3 Special Benefits Every Customer Wants

Every customer looks for 3 special benefits when they do... Read More

Caring for Your Customers

You probably think I am going to say something like,... Read More