In customer service training you may hear, “The customer is always right.”
Not necessarily, but they do sign your paycheck.
How do you keep customers happy (within reason)?
1. Greet customers as guests. Walt Disney insisted that customers were thought of, referred to, and treated as guests (not bodies, numbers, or head counts).
2. Answer questions knowledgeably. Train your staff to do the same.
3. Prevent policies from driving away customers. (How many times have you stood in a customer service line only to be told that your request was against policy?) Ask yourself what you will lose to accommodate this customer and what will you lose if you do not?
4. Have a process for handling complaints. When possible, don’t let a customer leave angry.
Remembering these basic tips will go a long way in your customer retention efforts, especially as customer service seems to be deteriorating everywhere.
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