Leadpile’s Blog

Webster’s says that Customer service is “Assistance and other resources that a company provides to the people who buy or use its products or services.” It also says that a Customer “Is a person who purchases goods or services from another; buyer; patron.”

 So how do we handle the different types of customers? First, we define them.

1. The Satisfied Customer – Everything always works out and is in perfect order all the time.
2. The Never Satisfied Customer – No matter what happens nothing is ever right and nothing can ever fix it.
3. The Impatient Customer – Wants everything done now, even if the people and services are not available. MAKE IT HAPPEN! NOW!
4. The Trying to Get Stuff for Free Customer – They want something for nothing and will try to get a free “whatever” from you to make them happy.

 These are all types of customers that we all may or may not have seen, dealt with or been at one time or another and all know what they are like. What we need to do is act like Customer Service Representatives and treat them all as individual types and not all the same. You don’t treat an Impatient Customer like a Trying to Get Something for Free and offer them something else when all they want is what they came in for.  Use the skills that you have been trained to use and then you can make every customer feel special and appreciated.  

 Read Customer Service Tips… We should all know. This should help to know what skills are needed.

 At Leadpile we are dedicated to giving the best Customer Service possible so that every customer is a Satisfied Customer.  We want to make your experience with us the best that it can be. 

While thinking about customer service I was thinking of ways that make customers want to come back to companies that give that Great customer service. There are several ways to accomplish this. What makes them great at what they do to retain those customers? 

•  ANSWER THE PHONE – Just by having someone picking up the phone and saying “Thanks you for calling” is a great way to make the customer feel welcome and happy that they called your business.  
• DON’T MAKE PROMISES UNLESS YOU WILL KEEP THEM – Reliability is important and keeping promises is even more important. Don’t just plan on keeping a promise, DO it. Don’t tell them you will call them on one day then forget to call them for another 2 days. If you keep your promise or don’t remain reliable, the customer will remember. 
• LISTEN TO YOUR CUSTOMER – Don’t you hate it when you have told something to someone and realize that they have not heard anything that you just said? Think about your customers and how they feel. It is just as frustrating for them as it would be for you if you were treated that way. Let them talk and make appropriate responses, but pay attention to what they are saying. Take notes if you have to. Then suggest a resolution if necessary. 
• DEAL WITH COMPLAINTS – Smile through it. This may be when you feel like throwing up your hands and arguing with your customer, but that will only turn them away. Let them know you are going to look into what they are complaining about and that you will do your best to resolve this. However, don’t ever let them know that you are frustrated at them. This can easily turn into BAD customer service. 
• BE HELPFUL (Even if there is no immediate profit in it) – Even the simplest thing can be something like opening a door, answering a simple question, saying ma’am or sir, or lending a helping hand. You never know when someone will tell another person just how nice you were. 
• TRAIN YOUR STAFF (if you have any) TO BE ALWAYS HELPFUL, COURTEOUS, AND KNOWLEDGEABLE – Either hire someone or do it yourself. Give your staff enough information and empowerment to make a decision.  You don’t always want to have your employees having to come running to you to check on if they can do something or not. It can be annoying to have the salesman in front of you who keeps running off, “I have to go check with my manager, and I will be right back.” 
• TAKE THE EXTRA STEP – Ever walk in to a store and ask where something is and someone says “it’s over there” and points in an area “over there”? How annoying is that? Ever walk into a store and ask someone where something is and someone says “its right over here, I’ll show you.” Which experience do you think will be a more positive experience to tell others about?
• THROW IN SOMETHING EXTRA – Whether it is extra information on how to use something, or even a coupon for a discount. People like to receive extra things. Give them something that the customer will remember you for, and keep them coming back. 

If you are consistent in the way that you think and use your customer service skills, you can become Great in whatever your business is doing, retain current customers, and create new customer service relationships.