Nine ways to gain the competitive edgeNancy Friedmancustomer service, keeping customers satisfied, beating competition
Tight economy! Reduced staff! Demanding customers! These days,
it's extra challenging to satisfy and keep customers. But, it's
even more important than ever, because customer loyalty is
generally considered the primary engine to retain sales levels and
gain an advantage over the competition in today's marketplace. It's
been this way for a long time; it's just getting more attention
There are hundreds of ways to do better. Here are nine ideas
that I particularly like:
1. Know your products and services ... inside and
Uninformed company reps are frustrating to customers, and
uneducated employees are semi-useless. Job knowledge is key in any
position. If, for any reason, your company doesn't offer job
knowledge training, make it your own priority to find out as much
as you can. Job knowledge is a key ingredient to serving
2. Believe in your products and services 150
We know of a customer service rep that has never had any formal
sales training. However, based on a belief in the products and
services, as well as contagious enthusiasm, this person is a top
seller. People love to buy from those who get excited about their
product. Customer service reps are sales people, too!
3. Walk the walk and talk the talk. Practice what you
A Ford dealer would not drive a GM car. Employees need to support
their company's products or services before they can expect their
customers to have confidence in them.
4. Keep your word.
Companies spend thousands sometimes millions of dollars advertising
their products and services. They tell the customer they are the
best, the only, the number one, touting, "We guarantee our work!"
But this isn't enough. Customers need to know that you'll do what
your advertising says you will. If you claim to provide the "best"
of anything, make sure you keep your word. One of the worst
credibility-busters is when you tell a customer that something will
arrive in seven working days, and it doesn't show up.
5. Return all calls and e-mails.
It boggles my mind when a call or e-mail isn't returned. There's no
reason in the world for that to happen. Sure, some of us get way
too many calls and aren't able to return them in a timely manner.
Well, then have the call returned on your behalf! Not returning an
e-mail? How much work does that take?
6. Don't ever forget "who brought you to the
In other words, there are always customers who were with you from
the start. They helped make your business a success. They believed
in you. A nice, simple note once in a while is an ego booster to
them and you'll feel good about it, too.
7. Make "no-ulterior-motive" calls or
Every once in a while, drop a note or make a phone call to
customers (and prospective customers), without trying to sell them
something. Telephone Doctor labels these "no-ulterior-motive"
calls. They're "just because" calls ... and very welcomed. When was
the last time you heard from a salesperson who just wanted to say
"hi"? (See what I mean?)
8. Be in a good mood.
All the time! When a customer leaves or hangs up the phone, be the
person who thinks to himself, "That was a great visit/call." Not in
a good mood? Learn how to be. Remember one of my Telephone Doctor
mottos: A phony smile is better than a real frown. Do you really
think the first runner-up of the Miss America pageant is as
"thrilled for the winner" as she says she is? Talk about a great,
big, phony smile!
9. Participate in customer service training programs at
Sure, you know how to be a good customer service rep. But, everyone
could use a refresher and if there are no programs in place on
customer service, ask for them. At best, you'll be ahead of the
competition; at worst, at least you'll be even with them. Customer
service is not a department, it is a philosophy and it's for the
entire company. Everyone needs to embrace it, or it doesn't
Nancy Friedman is president of Telephone Doctor Customer
Service Training in St. Louis, Mo. For more information, call (314)
291-1012 or visit www.telephonedoctor.com.