Good Customer Service is
Worth Its Weight in Gold!
By Tameka Sowder How would you react if you contacted a
company with a complaint you feel is valid and
you received no answer? Or you finally get a
representative on the phone and they lead you to
believe that your complaint is of no importance?
At this point you probably feel worse than when
you made the initial complaint!
I worked as a customer service
representative for almost 9 years for a local
utility company. The most important thing I
learned is to be nice. Be friendly, listen and
offer solutions. If you own a business whether it
is on the Internet or not, it will cost you
thousands of dollars if you are not friendly.
Did you know the average person
tells 12 people that they have been slighted or
how aggravated they are about a company that has
not responded to their complaint? By the time
those 12 tell others, your name has been greatly
blemished!
How important is your name to
you? How serious are you about your business? If
you have a customer complain about your business,
do you take it personal?
I wrote an Internet company
last week and asked them a question about their
service I am using. I received no answer, not a
single word! I am their customer and I received
no answer! At this point I begin to doubt their
credibility.
Did I tell anyone? Of course! I
was agitated and told several friends about my
experience. I didn't do this to get back at the
company but instead to tell about my mishap. I
needed to be heard! Do you want people telling
their friends not to buy your product because you
won't support them once they do?
Recently I went into a saddle
store to see about getting a specific item. The
OWNER acted as if he didn't want to help me.
Offered solutions that sounded more like 'quick
fixes', was grouchy and spoke in a way that
belittled my intelligence and still never solved
my problem.
Will I buy from him? Probably
not. I still have a negative view of him and his
store whenever I think about it. The worst part
is he is the OWNER!
If he had talked with me about
the problem, offered information and several
solutions in a friendly and professional manner,
I would have at least left with contentment and
satisfaction.
If you give a positive image
everytime you are contacted, you will give
yourself and your business credibility. Your
contacts will become customers and your customers
will buy from you over and over again.
Bad customer service is a very
costly practice. It will cost you many sales not
to mention your credibility.
I recently solved a problem for
someone and by the end of our correspondence he
said he would definitely do business with me in
the future. His experience was positive and he
walked away feeling satisfied.
Practice good customer service
and you will see your business build and grow for
the long term!
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Tameka Sowder is the publisher of
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