February 1st, 2010 by sugig

When you are in a customer-driven business, customer service becomes the life blood to your success. Coming from a retail background, I have seen what a difference excellent customer service makes. And, while difficult to quantify the term “customer service,” I’ve seen first hand what it is, and can share it with you.

Excellent customer service is never having to say you’re sorry. Where I work, we have a philosophy that we “just say yes.” Is the customer always right? No. But we do whatever we can to say yes to the customer. What does that do for our business? We provide a small oasis in a person’s day where they can actually come in and be treated like a human being. Whether they want a little extra at no cost, or are simply looking for a smiling face that looks like its enjoying their business, customers want to know the place they are spending their money appreciates their business. Just saying yes helps them feel appreciated.

Customer service is caring. You can pretend to enjoy what you’re doing, but before long, the charade will fall victim to the pressure of the job and the irritations that follow a customer driven business. If you are to provide great customer service, you should enjoy what you do - for the most part. Everyone has bad days. But if you’re involved in a business where customer service is important, like what you do. Discerning customers are like children - they can smell a fake a mile away. Care about your job. Do your best. Take poor situations and work to make them better. When a customer sees an employee truly caring about them, they are more likely to return time after time to your business.

Customer service is service. I know that sounds obvious, but how many times have you been to a place and felt like you were inconvenience the person who was serving you? In our business, we make a point to bend over backwards to serve the person who walks through our doors. After all, if I hear a place is famous for “legendary customer service,” I expect them to back up their claims with actions. Service is defined in many ways, but includes things like, “the occupation or condition of a servant,” “an act giving assistance or advantage to another,” and “friendly help; also, professional aid or attention” (yourdictionary.com). Customers expecting good service are simply looking to a fulfillment of that definition.

In our society, it seems like many businesses have lost the essence of what good customer service is. Somewhere along the path, we’ve forgotten that a business exists to serve the needs of its customers. A return to solid customer service principles would be a refreshing breeze blown across the business world. it doesn’t have to be rocket science. Remember to make the customer first. Enjoy what you do, and be competent. And keep the definition of “service” at the forefront of what you do. Good customer service will naturally follow these precepts.