The 10 Most Important Customer Service Actions


June 19, 2013 Facebook Twitter LinkedIn Google+ Business training,Customer relationship management (CRM)



You’ve got customers. I’ve got customers. And together we are customers of thousands of other businesses out there. We’re the new breed of customer …

Here’s an update on the old ‘I am your customer’ poem (courtesy of Brett Lowe)

Have a read of it line by line because this is today’s reality. Ignore it … and your business might well be on tomorrow’s compost heap.

‘I am your customer’

i am no longer an idiot. In fact, I never was, but no longer will I be treated as one.

I demand to be told the truth, and even when you do, I will assume that you are keeping something from me.

am fully aware of the influence that my pound has on your business, and I know of your competitors.

I will not run from conflict as I have seen my parents do. In fact, I will sometimes seek conflict – I have a right to express my importance.

Do not open your doors and assume I will be there. Others open their doors and offer me a reason to be there.

When I arrive at your premises, do not assume that I will purchase. Ask me to.

I am the single most important facet of my life. Therefore I am always the only ME to enter your business. Treat me as such.

I am expected to absorb millions of messages every single day. If yours is to be one of the few retained, make it different, make it exceptional, and make it retainable.

If you annoy or upset me, it is my responsibility to inform my friends and for them to inform their friends.

My strongest attribute is my ability to purchase. It is all I have to offer and I cannot offer it to all of you.

I am a 21st Century Consumer. There are millions of us. Although we are unfamiliar to so many, when we are out to purchase, we are as one.

Now, you might note that the ‘relater’ didn’t say, ‘Sell me your goods and services at the cheapest possible price’ (although, 11% of them do)

What the 21st Century Customer is basically saying, ‘Treat me well, give me value and I will be yours for life’.

 The 10 Most Important Customer Service Actions

1. Calling back when promised

2. Explaining what caused the problem … in simple language

3. Letting customers know who and what numbers to call

4. Contacting the customer promptly when a problem is resolved

5. Giving customers full access to speak to management

6. Telling them how long it will take to resolve a problem

7. Offering useful alternatives if the problem cannot be solved

8. Treating customers like people, not account numbers

9. Advising customers on how to avoid a future problem

10. Giving progress reports if a problem cannot be resolved immediately

Practice point: The real danger about customer service is that everybody thinks they know what it is, and everybody thinks they practice it better than their competitors.

Reality is that it that needs to be worked on constantly

May I suggest that the 21st century version of ‘I am your customer’ should be discussed with all of your team members on a regular basis.

Thoughts on customer service

“The customer experience is the next competitive battleground”– Jerry Gregoire, Dell Computers

“Customer satisfaction is worthless. Customer loyalty is priceless” – Jeffrey Gitomer

“You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied” – Jerry Fritz

“Know what your customers want most and what your company does best. Focus on where those two meet” – Kevin Stirtz

“Nothing is so contagious as enthusiasm” – Samuel Taylor Coleridge

Susan Gallagher Momentum Performance  Coaching

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