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Customer Service - How's Your's?

February 19, 2012 | Comments: 0 | Views: 186

Most of us probably answer this question without thinking; after all, if we're in business, we deal with customers all day long- and sometimes at night. The automatic answer becomes something like, 'we pride ourselves on customer service', 'we answer the phone', 'we make our site-whether virtual or bricks and mortar accessible' and 'we invest significant time and money into customer service training for all employees'.

Right, that's good but is it good enough?

Good enough to distinguish you and your company from your competition?

Here's why I ask.

We have kept the principals of our company small, intentionally so. Ours is an on-line business where many of our competitors are not accessible by phone or not easily contacted. In the early years then, most customers were excited to simply discover that they could call us and ask questions, the small percentage of customers who wanted live contact kept us plenty busy but we were able to keep up with the calls.

Early on, we developed a strategy of making use of our individual gifts and interests. In the case of customer service, Jim's personality is one that lends itself to listening and not interrupting and he does not jump to verbal conclusions. He is naturally even-tempered and calm, therefore, never defensive- unlike his partner Lin-me.So when we were building in the early years, Jim was the "go to guy" for customer service".

An unsatisfied customer? Jim would deal with her.

An angry customer? Jim would call him back.

For years, that worked well. Until it didn't. We realized that customer service had to be primary and that we had to put some muscle behind the phrase. What I mean by that is that I had to become like Jim.

How did I do it?

I asked Jim to teach me and he did; he taught me his five basics rules:

Don't interrupt. When the phone rings, and an angry person is at the other end, simply listen. My desk is situated such that I can look out a large window out into my yard. So rather than reacting to the anger, criticism; I look out at the sky and the birds until as Jim puts it, he or she exhausts herself. Don't disagree. Our natural tendency is to defend our product, never do that, it will simply re-invest the customer with the belief that she must convince you that she is right. Ask her what she would like you to do about this. This is critical because you may think you know what they want but frequently, you'll be very surprised at the response. Violate your policy. If you have a policy of no refunds, give one, if you don't give replacements for free, replace her product-for free. If the request is completely totally unreasonable, answer truthfully-always truthfully. For example, "sure we can do that but I don't think you would like what I would have to charge you for... and repeat the completely absurd demand.

Dr Lin

Lin Wilder, DrPH is a fulltime internet marketer, trainer and author. Her business is and she can be contacted at

Feel free to reproduce this article so long as this information is included.

Lin invites you to join her mailing list by sending a blank email to

Source: EzineArticles
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