Customer Service 101 (Part 2)

WRITTEN January 26, 2012 Author: Rich Atkins

Customer Service 101. Serving people is not always easy. In fact, it’s a great challenge.

Yet, in the final analysis, the customer is the most important person to a business. Why? Because that customer, spending money, helps to ensure that each job at the business is kept (and perhaps more will be created). After all, when business dries up and customers go away, what happens to the employees?

Customers–even the most challenging and demanding ones–pay our salaries. They feed us and our families. They are our heroes! Let’s treat them that way.

The ideas here are useful to ensure that every relationship you have will be successful. Certainly, this information applies to customers, to make sure they return to buy, again and again.

Customer Service 101 — Always:

  • Listen.
  • Respond – answer customers.
  • Keep promises and commitments.
  • Resolve complaints.
  • Be helpful, courteous, and knowledgeable – without promise of profit.
  • Go the extra mile – “walk the customer to the product” (however that can be done in your line of work).
  • Throw in something extra.

Never convey or even imply these attitudes:

  • I don’t know/care.
  • I can’t be bothered.
  • I don’t like you.
  • I know it all; you know nothing.
  • Don’t come back.
  • I’m right; you’re wrong.
  • Your time is unimportant to me.

ATTITUDE INVENTORY CHALLENGE: What behaviors do you/your employees exhibit to support Excellent Customer Service? The follow-up to this question is, What do you need to do differently?

This information is from the Improving Communications Improving Customer Service class. If you’re looking for ways to improve your communication skills, register for one of the PUBLIC CLASSES.


What is Customer Service?

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