The Golden Rules of Customer Service

Everything I know about customer service I learned from
working at McDonalds as a teenager. Hard to believe, but
true! In this day of highly competitive cyber business, the
companies that will succeed will be those that offer superior
customer service. The value of a lifetime customer is
immeasurable. So once you get a customer, how do you keep
him? The answer is killer customer service! Here are some of
the secrets that have made McDonalds the success it is today!

*Service with a Smile*
"Hi, Welcome to McDonalds! May I take your order?" Got a
new prospect? Welcome him to your business. Introduce
yourself and tell about your services in e-mail. Let your
customers get to know you. People are more likely to do
business with someone they trust. You can't overstate the
importance of building strong customer relationships.

Smile when you are talking on the phone. Customers will hear
the difference in your voice. Be careful when you send e-mail.
It's easy to be misunderstood. E-mail lacks the visual and
audio cues of face-to-face communication. You must make an
extra effort to ensure that your "tone" is cheerful and friendly.
Also with an e-mail, people expect a quick reply. A fast,
friendly response will let your customers know that you are
working hard to keep them happy!

*Suggestive Sell *
"Would you like an apple pie with that today?" When a
customer buys a service do you have something
complementary that would add value? Business folks, who are
pressed for time, will value the convenience of one-stop-
shopping. Look at your line of products and think to yourself,
What can I do to make this more useful to my customers?

Is there a helpful article I can send them?

Is there a service that would complement my business's other
services?"

*Have the Menu in Plain Sight!* "What all comes in the #3
value meal?" People like to know what to expect when they
order from you. They want to know up front what things cost,
how soon to expect it, etc. If a customer doesn't see this
information on your website, he just might leave. You know
how nerve-racking it is buying a car when you don't know
what you are going to pay or if you are getting a good deal!
Knowledge of what to expect takes the fear out of buying.

*The Customer is Always Right*
"I'm sorry your order was wrong, how can I make it better?"
Nothing is worse than a "screw up" in an order. The best way
to turn a negative into a positive is to go out of your way to
make it right and make that customer feel satisfied with the
results. After you make it right, apologize for the screw-up
sincerely, and offer an incentive for him to try you again--for
example, a discount on future service.

Everyone knows one complaint will scream louder than 30
complements. Make sure to answer ALL complaints. Don't
give anyone a reason to leave and say that his or her needs
were not met.

You can learn a LOT from your customers. Make sure to
LISTEN. Other customers may be experiencing the same
problem. Learn from your mistakes.

List your phone number on your web site. An angry customer
wants to know that his complaint is being heard NOW!
Sending an e-mail response from the customer service
department within 24 hours might not cut it!

*Q.S.C.*
Quality, Service, and Cleanliness Quality--Is there any way
you could improve your service? Do you set a level of
excellence for your products and services that you meet or
beat? Service--Do you make your customers feel like they are
number one in your book? Do you listen to customer needs
and fill them? Cleanliness--Does the atmosphere of your
virtual business make customers happy and want to come
back? Is your website visitor-friendly? Is your website easy to
navigate? Does it load quickly?

*Brand Awareness/Corporate Identity *
Is your URL as memorable as those famous golden arches?
Many visitors find your site not by clicking, but by
remembering your URL. Is your URL on business cards and
stationery? Is it listed in your yellow pages ad? Keep your
URL short and simple: long URLs with hyphens, punctuation,
or ones that are hard to spell won't give customers a fighting
chance. Include your company's URL and other contact
information in your email signature. Does your secretary know
your URL? The answer may surprise you!

*What is your USP *
(Unique Selling Point)? "We've got the best fries in town!"
Tell customers right on your home page why they should do
business with you and not the guy down the cyberstreet. Tell
your visitors in one short sentence who you are, what you do,
and why you are better. Will you save them money? Can they
rely on your experience? Try to list these in terms of benefit to
them, and NOT features of your product.

*Customer Appreciation *
"Thank you and come again!" Thank your customers for doing
business with you. Send them an e-mail as a follow up to see
if your product or service was what they expected. Would they
recommend you to a friend? How about a hand-written note or
card to tell someone that you value his or her business. There
is a lot to be said for good old-fashioned customer service.
Treat your customers like gold and they'll be customers for
life. The most powerful tool in your marketing arsenal is a
customer referral. Give your customers a reason to brag about
you and you'll have a lot of customers knocking at your door!

Article by:

Article by: Kristie Tamsevicius, is the author of "I Love My Life: A Mom's Guide to Working from Home"! Thousands of aspiring entrepreneurs have used her step-by-step home business system to earn money working from home. Get a free ecourse Home Business Success Secrets at www.Webmomz.com

This article is available for reprint with author's resource box intact and all links live and clickable. Copyright is reserved by author.

Click the XML Icon to Receive Business - Home-Based Articles Via RSS!