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.