Learn to Provide Great Customer Service

     Everyone loves great customer service.  Every person that walks in to a business critiques the customer service they receive.  But many times we critique the service without really understanding what makes it "great".  Many people in business don't understand what customer service means.  Is the key to great customer service just being nice to your customer and making sure they are comfortable and happy shopping in your store or receiving service from your employees?  Is great customer service satisfying all your customer needs?  Sure, all of these things are part of great service.  But there is more to it.  Your customer may be leaving satisfied but are you truly providing the best service by only satisfying your customer.  And how do we make our customers leave satisfied anyhow?  Is it just being nice?  Is it just because they like us?  It's not always that easy.   

There is a reason why they call it "customer" service. That's because it begins with the customer. The customer is the central part of keeping you in business. Whether you own the business or work there, you depend on the customer to keep you working and profiting from your area of business. So of course you want to make your customer comfortable, interested and satisfied with their experience with your company. It is all part of guaranteeing a return customer and/or a customer referral for more business. How you make your customer comfortable, satisfied and happy will vary depending on the nature of your business.  But there are some key factors that ALL businesses can use to accomplish these goals.

First of all, we must realize there is no magic bullet to accomplishing these goals. Each customer is different, with different needs and desires. But there is three things we must always do when we see a customer. We must smile, of course, but we also must address the customer and make eye contact with them. When we address the customer we need to ask them how they are doing or make an appropriate pleasantry. All of these things are basic building blocks that will help you satisfy your customer but they are so very important in starting things off on the right foot. Many people will forget how important that eye contact is to your customer. Your customer wants to be recognized and appreciated and these things will make them feel that way. There is nothing worse than walking in to any business and being ignored. It robs your customer of that opportunity to engage you and let their needs be known. And that is if they know what their needs are at all.  Always show your customer respect.  Respect your customer because they are what keeps you working.  Sometimes a customer might be nasty or disrespectful but most are not.  The ones that start out that way can sometimes turn into your best customers if you learn how to deal with them.  People skills always help when dealing with customers and they can be learned.  Mirroring people is a good way to start off with anyone.  It can help them to reach a comfort level with you. If you are a gregarious person you can turn off some customers.  Learn how to read people and take it slow before becoming too familiar with them.  Eventually you will be able to tell if this customer is willing to extend a more friendly relationship to you or if they rather be "all business".  Either way the customer is always right, even when they are wrong.  But what if they think they know exactly what they want?  Do they know what you have to offer? 

     Some customers think they know what they want.  They have planned on coming in for a specific need or purpose or service and they think your product or service will fill this need.  I guess you could equate it to someone coming into your restaurant for the jalapeno burger they love, and have maybe had there before.  But sometimes that customer doesn't know that you have a double chipotle burger that is twice as good!  It's your job to serve your customers need to eat a great burger and have the best experience possible at your restaurant.  You want him/her to rave about this burger to all his/her friends and come back for one every other day.  That is why you are in business and by doing so you are satisfying your customer, win/win! 

People tend to claim this practice to be selling and I can see why. They think because you make a recommendation and someone follows it that you have sold them. Do your friends recommend restaurants to you? Do they tell you about the great service they got from that bank? Do they tell you about that plumber that solved their plumbing problem in no time flat? Are they selling you? Not really. They are recommending choices to you. You can take it or leave it. You can use their review to make that purchase or you can go out on your own and give someone else a try. That's what good customer service is all about. Making a recommendation. You know your products and services better than anyone (if you don't, you need to learn much more about them). You are the expert. That doesn't mean your customer has to take your advice. But you should always steer the customer in the right direction, not to make more sales but to satisfy your customer so you can fulfill more of their needs.  If you make their experience exciting, fun, and satisfying, they will come back again and again.

Some people think that by filling customers needs they have to be phony, slick or untruthful. There is nothing further from the truth. If you provide the best customer service by finding out what your customers true needs and desires are, and you fill those needs and desires, you are doing your customer the greatest service. You will be compensated for that service and deservedly so. Many people are out there providing minimal service and getting paid for it. That is phony and untruthful.. If you let your customer leave and not hear about a service or product that might benefit them you are not doing your job. It doesn't matter if you are a butcher, a baker or a candlestick maker. When you look your customers in the eye, you make sure that you believe in what you are doing and they will thank you for it. And you should sleep great at night knowing that you helped someone and helped your company and yourself by doing so. It truly is what makes the world go 'round.