by Tara Wagner

Created on: July 22, 2011   Last Updated: July 23, 2011

The quality of a company‘s customer service can have a enormous impact on its success, especially if there’s a lot of competition for the product or service it provides. With the numerous choices available to consumers these days, delivering great customer service is a vital part of maintaining a loyal customer base and can help attract new customers as well. It’s widely known that dissatisfied customers will spread their tales of woe to the masses, but making a big positive impact can also induce them to share their experiences. So just how can that be accomplished?

It can be surprisingly easy, if company leaders remember one basic necessity - to treat every customer as they themselves would like to be treated. They must also instill this mindset in their employees. All providers of customer service have had their own good and bad experiences being on the receiving end, and can probably recall vividly what really impressed them or made them ready to take their business elsewhere. Consider and use those experiences when preparing employees to care for customers or delivering service yourself.

When a customer solicits service, it’s probably for one of two reasons. Either they are upset about something, or they have a problem or question they simply need help with. Showing empathy can be difficult for service providers, especially when they encounter the same issues day after day, but bear in mind that that isn’t the case for your customer. They need help, and you can help them…this can be a great feeling and especially helpful for minimizing your frustration when customers are angry.

Be polite, professional and friendly at all times. Listen carefully to your customer and repeat things back to them when necessary to confirm your understanding of their concern. Remember when they do get angry, even if the reason isn’t something you can resolve or the fault of the company, they are still upset, and it’s your job to help them understand what can or cannot be done and find the best way to resolve the problem. Even when what they’re asking isn’t possible, explaining why calmly and clearly can go a long way towards improving their perception of the company.

Studies show that of the possible reasons a customer will take their business elsewhere, the biggest one at nearly seventy percent is because they feel the company is indifferent to them or has poor customer service. This is a shocking number when you consider how simple it can be to deliver great customer service. Solicit and respond to feedback from your customers, take care of their problems quickly and show them you care…and you’ll keep them coming back again and again.

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