Describe what good customer service means to you?

Answer

Good customer service is more than handling customers who have problems (that's a complaint dept.). It begins with the first contact a customer has with your company. Good customer service looks like this: Make sure you represent a product or service you believe in! Then...Warm, sincere greeting on first contact. Establish whether your business has what the customer needs (offer to help find it)-provide it or suggest better alternative, to their benefit. Develop an easy, positive rapport with the customer which lets them know they are respected and appreciated. Provide an easy way to complete the transaction. Sincerely and warmly thank the customer for their business and invite them to come back if ever they need your help again (in whatever way is appropriate in your case). Actually, that's excellent customer service- and it keeps people coming back to you.

I worked in customer service for several years and prided myself on trying to be the best I could. We all did our best to remain courteous with customers, even the ones who were aggressive, excitable, verbally abusive, or just plain rude. Most people who call or visit customer service naturally have a problem, so they begin by being frustrated when they walk in/call. They have the right to expect the person helping them to be patient and hear out their problem before switching them over to someone else or placing them on hold. Also, the customer service rep has the right not to be spoken to rudely or abused verbally. I've been on each side of the counter, and believe me, nothing irritates me more than to have someone yelling at me for not immediately fixing their problem....or to have a problem myself and be switched from extension to extension, only to have the phone finally go dead. Good customer service is finding someone who at least tries to understand and resolve your problem in a friendly, expeditious, and professional manner. And if you do deal with that good customer service representative, a kind word to their manager does wonders for their morale and ability to continue giving that high quality of service. Most companies have a web page nowadays and a "Contact Us" section. Just drop a short note to them thanking the person who helped, and please give that person's name. The same goes if you have a less than satisfactory experience. The company can't fix what they don't know about. It takes a special kind of person to be a good customer service representative, and for those with whom I've dealt over the years, thank you.

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