What makes good customer service - Page 3 - Small-Business-Forum.net

KristineS · 10-08-2008, 06:52 PM

Quote:

Originally Posted by BillR

3.) Admit failure of service and explain your plan to fix it - No business delivers 100% of the time. When you fail call your customer ASAP and tell them the problem. Also tell them your proposed solution (and make damn sure you have one ready) along with any compensation you are offering. Some may get mad and leave. That's life. Most will be impressed because you are a) accountable, b) responsible, and c) responsive.

I prefer working with people who admit their failings and try to fix stuff ASAP.

This is so important and something at which so many companies fail. It is absolutely maddening to have something go wrong and be greeted by a shrug when you try to get the problem addressed. There are companies that have screwed orders and stuff up but I'm still buying from them because they addressed the problem and took steps to make things right. They genuinely seemed to care that I was satisfied and that made a huge difference.

BillR · 10-08-2008, 08:08 PM

Yeah - and frankly you should have a plan in place prior to this ever happening so your employees know how to deal with it. They should have the authority to figure it out ASAP.

KristineS · 10-08-2008, 10:06 PM

They definitely should. I think that's a root cause of why a lot of companies have such poor customer service, the employees that are doing the customer service aren't empowered to help anyone.

greenoak · 10-11-2008, 02:41 AM

my theory is always under promise and over deliver....we say no to a lot of things that other companies do...like lay away, delivery, special orders, credit........it works for us...and we do what we say we will do...
i figure its an llbean world and if you say you can do something they will expect it and expect it fast and perfect...so about all i say is we are cash and carry and everything is as is where is....and i will tell you any negatives i know about ..

.the good side they can count on us in a lot of ways, weare reliable,, we have a real people manning our phone, and hopefully we have exciting inventory at great prices for them...and often some laginappe...
we are too small to go into real organized customer service..i dont like coupons, or contests, or organized loyalty programs....but i know the loyal customers.....and i hate it when someone gets less than great service....like waiting in line to pay,
i think my main service and value to the customers is to make the experience of coming to the store worth their effort....if that didnt happen a customer service program probably wouldnt help....

theAdviserMe · 10-13-2008, 04:45 PM

Good customer service means when your customers are coming back to you again and again and will recommend you to others for free.

KristineS · 10-13-2008, 05:41 PM

That's very true. Repeat customers are a great sign that you're doing things right when it comes to customer service.

10-08-2008, 10:06 PM	#23 (permalink)
KristineS Queen of the Forum Join Date: Aug 2008 Location: Traverse City, MI Posts: 1,291 Reputation: 22	They definitely should. I think that's a root cause of why a lot of companies have such poor customer service, the employees that are doing the customer service aren't empowered to help anyone. __________________ Settling for More\| When I'm Thin\|A Frugal Housewife\| Outoor Bloggers Summit Blog\|Hunt Smart, Think Safety Blog

10-11-2008, 02:41 AM	#24 (permalink)
greenoak Member Needs New Keyboard Join Date: Oct 2008 Posts: 158 Reputation: 17	my theory is always under promise and over deliver....we say no to a lot of things that other companies do...like lay away, delivery, special orders, credit........it works for us...and we do what we say we will do... i figure its an llbean world and if you say you can do something they will expect it and expect it fast and perfect...so about all i say is we are cash and carry and everything is as is where is....and i will tell you any negatives i know about .. .the good side they can count on us in a lot of ways, weare reliable,, we have a real people manning our phone, and hopefully we have exciting inventory at great prices for them...and often some laginappe... we are too small to go into real organized customer service..i dont like coupons, or contests, or organized loyalty programs....but i know the loyal customers.....and i hate it when someone gets less than great service....like waiting in line to pay, i think my main service and value to the customers is to make the experience of coming to the store worth their effort....if that didnt happen a customer service program probably wouldnt help.... __________________ ann Green Oak Antiques--Located in Rochester Indiana. Privately Owned Antique Shop. Online Sales magpie cottage

10-13-2008, 04:45 PM	#25 (permalink)
theAdviserMe Member Join Date: Oct 2008 Posts: 3 Reputation: 10	Good customer service means when your customers are coming back to you again and again and will recommend you to others for free. __________________ Where My Sexy Man Get His Fashion

10-13-2008, 05:41 PM	#26 (permalink)
KristineS Queen of the Forum Join Date: Aug 2008 Location: Traverse City, MI Posts: 1,291 Reputation: 22	That's very true. Repeat customers are a great sign that you're doing things right when it comes to customer service. __________________ Settling for More\| When I'm Thin\|A Frugal Housewife\| Outoor Bloggers Summit Blog\|Hunt Smart, Think Safety Blog

10-08-2008, 08:08 PM	#22 (permalink)
BillR Member Needs New Keyboard Join Date: Sep 2008 Location: MN Posts: 106 Reputation: 11	Yeah - and frankly you should have a plan in place prior to this ever happening so your employees know how to deal with it. They should have the authority to figure it out ASAP.