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Customer Service Commandments

Despite new technology, better inventions or the most affordable products, the future of all successful companies lies in keeping customers happy.  Titans of this philosophy like George Dayton or Marshall Field instilled this commandment in their employee’s daily service, thus creating an empire where the ‘customer is always right.’

These age old best practices are still relevant today and can be found in rapidly growing businesses who value their customers’ input.  Here a few commandments to model after them:

  1. Make customers feel important and appreciated.  Treat them as you want to be treated.  If possible, use their first name to create a feeling a trust.
  2. Identify and anticipate their needs. Communicate regularly so that you are aware of upcoming problems and help them find a solution.
  3. Effective listening and undivided attention are important.  Be attentive to their body language, tone of voice, their words or how they feel to understand their needs.
  4. The customer pays your salary and makes your job possible, so know who the boss is.  When you sincerely listen to your customers, they let you know what they need and in turn you will know how you can provide them good service. 
  5. Look for ways to help your customer.  When they have a request, look for ways to doing business with you easy.
  6. Know how to apologize. Make it simple for customers to complain. Value their complaints.  When something goes wrong, apologize.
  7. Give more than is expected.  What can you give customers that your competitors cannot?
  8. Get regular feedback and encourage suggestions to help you improve and grow your business.
  9. Treat employees well.  Treat your employees with respect and chances are they will have a higher regard for your customers.
  10. Be sure that your body language conveys sincerity.  Your words and actions should be consistent.
Contact our Marketing Team to see if your customer service policy is in plan with your marketing brand.

-Written October 2015
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