Basic principles of customer service

September 3, 2010

A first impression can often make or break a relationship with a customer. They way in which you present yourself, or the way in which your employees present themselves, can have a huge impact on their decision to continue doing business with your company.

Keeping that in mind, there are some basic principles of customer service that most people will expect when interacting with you or representatives of your company.

To be treated with courtesy. Even if the person on the other end of the phone is ranting and raving, they will still expect to be treated fairly. Saying “please” and “thank you,” being an active listener and offering a certain level of understanding will always be appreciated.

To be heard. Often customers simply want to vent their issue or complaint — and every customer has a unique situation and desired resolution. Let each customer talk through his or her issue and listen attentively.

To get results quickly. Customers — and all people — have a lot to accomplish in a short amount of time. The faster you address or resolve the issue, the happier they will be.

To be satisfied with the experience. Everyone wants to have a hassle-free encounter with a customer service professional. Your goal is to be knowledgeable about your products and services, and leave them with a positive feeling about your organization.

To be appreciated. With increased competition and more and more choices, customers need to feel appreciated for bringing their business to you. Taking a minute to thank them for their patronage sends a positive, reinforcing message to the customer.

This post is brought to you by the good folks at Dale Carnegie Training of Central & Southern New Jersey. We would love to connect with you on Facebook and Twitter @CarnegieJersey.

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