Customer Service ? It Will Make or Break Your Business ?

Great customer service is all about listening and finding solutions quickly!

I?ve spent most of my life in some aspect of Customer Service, but it was those early days at Polaroid that really established the foundation for just about everything I believe in today when it comes to working with your clients.

Let?s set the stage: The Polaroid SX-70 was introduced and right out of the block they were rumored to be running 300% defective! Every camera was showing up for service three times, often just in the first year. They had a follow-focus flash system that was deadly. If your focus was off just a fraction, your subject was either fried or underexposed. Problems with film then were so extensive we had the largest three ring binder you could buy just to hold all the examples of film problems. The list went on and on.

Obviously with those kind of challenges in the market, the ability to handle customer service issues promptly and to every customer?s satisfaction was critical. Here?s a series of things I learned then, which if tied together with your ability to communicate even better today, should help you establish a reputation for terrific service.

Really good customer service is like scuba diving. The diving part couldn?t be easier. What you learn when you get certified is what to do when things go wrong. Well, customer service is no different, but if you don?t pay attention to your customers and teach your staff how to react, you?re dead meat! With the power that one angry customer has today, whether they?re right or wrong, you?re in serious trouble if you?re not ready to promptly address problems.

When confronted with a client who?s upset or frustrated, introduce yourself with a disarming statement: This is about establishing empathy and it?s usually with a phone call. Sometimes all you need to say is, ?I can?t blame you for being upset, let me see how I can help??

Learn to Listen: Right off the bat, you?ve got to listen to your customers. Don?t assume you know why they?re calling or understanding the issues if you haven?t listened to their whole story.

Work to resolve problems quickly: In most situations you don?t need to take weeks to get back to somebody. Listen to their problem and work to resolve it right then and there. If you have to check on some solutions before sharing them, that?s fine, but remember ? the longer a customer has to wait for an answer the more out of control the issue becomes.

Use solutions that make sense and have value: It?s not just about solving their problem but coming up with solutions they appreciate. That doesn?t mean you have to give the store away, just be fair and remember: The problem no matter how insignificant it might seem to you is important enough for your customer to have contacted you.

Great Customer Service is as much of an art form as being a photographic artist. It?s about being creative, getting the right exposure and composing a solution that appeals to the client ? just like your images!

Customers don?t expect you to be perfect. They do expect you to fix things when they go wrong. Donald Porter

photo credit: ? Prometeus | Stock Free Images & Dreamstime Stock Photos

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