As I sit here and think of the many BAD things I could say about a particular printing company, I've come to the realization that it would not do any good, and I would probably be wasting my time. I will however talk about the importance of excellent customer service and what it will do for your business. As a business owner myself, I make it a absolute necessity to offer my clients THE BEST customer service I know how to. If something is wrong with an order or job, I DO WHAT IS NECESSARY TO MAKE IT RIGHT (given that it is our fault that its wrong.... well even if its not our fault, I will explore all options to reduce cost to the client.)
Here is my top 10 list of ways to IMPROVE your customer service skills
(hopefully you aren't practicing any of the bad habits below...if you are, STOP IMMEDIATELY):
10. Never say I DONT KNOW to a question. If you need to place someone on hold, or need a few days to find out the answer DO IT.
9. Never try to answer a question you dont really know the answer to...your client will DEFINITELY see through it.
8. Never make your client dig for information regarding their options. Lay everything out on the table.
7. Never say Never. There is always a way to do something.
6. ALWAYS listen and NEVER interupt (its okay to say never here...)
5. If someone asks to speak to a supervisor, LET THEM.
4. Never argue with a client.
3. Always register their complaint if thats what they want.
2. NEVER EVER accuse your client of speculating.
1. NEVER EVER hang-up on someone.
I understand that people are all different, and that some are a lot harder to deal with than others, but if you could have heard the AWFUL conversation I had today with a customer service rep, you would be COMPLETELY shocked.
HAVE A GREAT WEEKEND
~James
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