Sometimes you meet a customer who “hates to bring a problem to you, but …”  This customer would really prefer that there be no problems; no points of disagreement; no friction points in the relationship.  This would be ideal … things would be perfect … this would be a dream.

The reality is that there are times when the customer has a problem that must be solved; a situation that requires your expertise.  To help this customer achieve the desired end result, here are some steps that you can take to deliver your promised “second to none” customer service experience.

• Be a good listener – This customer wants to know that you are willing to listen and learn.  This customer wants to feel that you have heard the real problem, the real situation, and want to help them achieve the solution that will make everyone happy. 
• Demonstrate sincere empathy – Empathy is the appreciation of how the customer feels; the understanding of what the customer needs.  It is the willingness to put yourself in the customer’s shoes and determine the best solution to the situation.  Your customer needs to know that you see the problem or the need and that you want to work with them to make things right.
• Be on the customer’s side – This customer wants a harmonious outcome.  Your desire is to help him or her achieve it; you’re on his or her side.
• Customer Service is all about meeting your customer’s needs … their needs as they pertain to the services that you and your company provide; and, the needs of their specific personality type.  Put your customer’s needs, product needs and personality needs, first and you will earn a customer for life; a customer who will be loyal to you, your firm, and who will bring you other customers who want the first class service that you provide.

If you are like everyone else who deals with other people on a daily basis, you’ve had a customer that wants to be sure that all of the “i’s” have been dotted and that all of the “t’s” have been crossed. They expect that you, as a representative of your firm, will have made it your mission to ensure that the customer is satisfied with the solution to the problem at hand.  Here are some steps that you can take to ensure that this customer is not only satisfied, but will sing your praises to others.

• Let the customer see that you have a plan – This customer wants to see that problems are solved, that needs are met, in a systematic way.
• Show the customer that you know the steps that must be taken and let the customer see what those steps are – This customer wants and needs a sense of structure and predictability.  When your customer knows what the steps are, he or she can see exactly where you are in the process and knows what to expect will happen next.
• Check and double check – As you go through each step in the process, tell the customer what has been done and what will be done next.  Confirm that the results are meeting the customer’s wants and needs.
• Keep the customer in the loop regarding time frames.  Let the customer know when things are on schedule; and, perhaps of even greater importance, let the customer know when the schedule will not be met and what steps you are taking to get things back on time.
• Follow-through and finish what you start – Your customer has a strong need to see things through to the end and expects you to have the same desire.  Let the customer know that you will be there until the need has been met; or, until the problem has been solved.  If the situation requires that you hand the customer over to another person, let the customer know this fact and why the new person is the best person to meet the needs of the particular situation.

Customer Service is all about meeting your customer’s needs … their needs as they pertain to the services that you and your company provide; and, the needs of their specific personality type.  Put your customer’s needs, product needs and personality needs, first and you will earn a customer for life; a customer who will be loyal to you, your firm, and who will bring you other customers who want the first class service that you provide.

At one time or another, we’ve all had a “take charge” customer who wanted service and wanted it now.  When this person has a customer service need, they want it met in a specific way.  Here are some things that can be done to give this customer a positive service experience.

• Be direct and to the point – Your customer is a big-picture thinker who wants to see the end result without getting bogged down in the details.  If fact, if you try to spell out each and every detail regarding how you are going to solve your customer’s problem, you will quickly have a very impatient customer on your hands.
• Stay cool – Your customer will normally be cool-headed in emergencies and will recognize that your refusal to panic means you know exactly what to do in order to solve the problem or meet your customer’s needs.
• Be decisive – Your customer wants to work with decision makers and action takers.  Gather the facts … determine the alternatives available to meet the customer’s wants/needs … make a decision quickly and stick to it.
• Be prepared to take action – Your customer wants results … now.  Demonstrate that you know what steps to take and that you are prepared to take them.  If the solution requires the approval of a supervisor, let the customer know that you know exactly who to talk with and that you will be customer’s advocate.

Customer Service is all about meeting your customer’s needs … their needs as those needs pertain to the services that you and your company provide; and, the needs of their specific personality type.  Put your customer’s needs, product needs and personality needs, first and you will earn a customer for life; a customer who will be loyal to you, your firm, and who will bring you other customers who want the first class service that you provide.