Order Reprints

Mind Capture

By Tony Rubleski
President & Author,
Mind Capture Group
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Good old fashioned customer service. Yes, it’s a common topic in business and it comes up in countless conversations everyday with people across the globe. It’s amazing how at times it still seems hard to find or experience good or even great service on a consistent basis. Not to beat the proverbial dead horse here, but good customer service can still be found, even though you may have to look closer to find it with those you currently do and attempt to do business with in the future.

Especially in a tight economy, customer service is of major importance when dealing with others. For example, a happy customer may tell a few people about their experience, while on the other hand, an unhappy customer will often tell 10-15 people. In the age of Google and social media, a particularly upset customer might tell their entire online circle of influence about the bad experience as well. Obviously, this is not good, but it happens thousands of times per day in both the online space and offline worlds.

Since the calendar switched over to 2010 I’ve been fixated on the number ten. In an earlier article I shared “The 10 Referral Commandments” (available at www.mibiz.com) from which we received many positive e-mails. To keep this thought process going, I recently was on a flight to Phoenix from Detroit and after a positive experience at the airport (not a misprint!), I grabbed my notepad and jotted down 10 customer service commandments to share with you. Review them often and use them wisely.

1. Thou shall seek to hire for positive attitude and train for additional skills.
2. Thou shall use the term “company policy” rarely, if ever, with an upset customer or risk losing harmony and any chance at solving the problem.
3. Thou shall listen closely and take detailed notes to ensure against possible confusion or miscommunication.
4. Thou shall ‘fess up when they mess up to let the other person know that you seek to serve, not hide from a problem.
5. Thou shall not make excuses or blame others when a problem arises, but seek quick and positive solutions.
6. Thou shall remember the Golden Rule when dealing with others.
7. Thou shall use “please” and “thank you” often, as good manners are timeless and never go out of style.
8. Thou shall not take out personal problems or frustration on the customer at any time.
9. Thou shall remember that it can take years to earn a customer’s business, and only a few seconds to lose it.
10. Thou shall always thank and remind customers, referral partners and vendors for their business and belief in your organization.

Remember: great customer service makes dollars and common sense for every business to strive for, especially when getting new and repeat business is the lifeblood of every organization. New customer acquisition is tough enough these days as prospects are jaded, skeptical and picky when looking for someone to work with for the first time, or when they’ve become dissatisfied and looking for a fresh alternative. Use the Ten Customer Service Commandments outlined above to help guide and lead your organization to greater profits and happier customers.

  Order Reprints

TAGS:

• columnists
• mind capture
• mind capture group
• tony rubleski