The funny thing about an economy like this one is that it actually creates huge opportunities for those willing and able to see the Big Picture.

And customer service is a huge, huge part of that Big Picture.

In so many ways, great customer service is the bridge between an “OK” business and a business that rocks your world – and the world of those who buy from and hire you.

On the flip side, if great customer service were actually the norm, it might not seem so great. But for better or for worse, most companies just don’t provide it or even know how to provide it.

Here, then, are some of my top commandments for stellar customer service:

1. Be accessible. Answer questions and respond to questions quickly and without delay. Don’t make people wait, they will go elsewhere.

2. Remember we’re all human. It’s important to have a can-do attitude and to let that attitude shine with your customers. They are as human as you are and they seek someone who is friendly, respectful, positive and professional. Be that for them.

3. Own it. If you make a mistake, admit it. If you say something out of line, don’t shy away from it. We all make mistakes and mess up sometimes – it’s how we act after that that shows what we’re really made of as business owners. Your customer will be impressed with your “place no blame” approach.

4. Know what you are talking about – and what you have no clue about. Answer what you can fully and promptly. Address all issues, questions and challenges. And when you don’t know something, be open about that too. Say you don’t know and be quick to find someone who does know.

5. You have two ears and one mouth….use each proportionally! Listen to what customers are saying to you and don’t always be so quick to open your mouth right away. Listening is about…well….listening!

6. Say what you mean, and mean what you say. If and when you promise something or say you will do something, follow through and do it. Then be sure your customer knows you did it. And if you are behind schedule or can’t do what you say you are going to do, let someone know ASAP. Don’t hide from a customer or communication ever!

This entry was posted on Wednesday, April 1st, 2009 at 6:13 am and is filed under Customer Service. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.