Great Customer Service Equals Profits

I've always enjoyed helping people, so it comes as no surprise that I've spent the majority of my working life in customer service related fields. I've developed a list of customer service "commandments." It's just as important that the owners of businesses use them, and do everything in their power to support their customer service team. Motivation is like a fire; unless you add fuel, it goes out, a quote by Jeff Keller. I highly recommend his site for inspiration Attitude Is Everything.

"TEN COMMANDMENTS of CUSTOMER SERVICE"

1. Treat people like you want to be treated
2. Always keep in mind what you expect when you are the customer and take responsibility
3. Know as much as you can about the company and the people you work for
4. Quickly assess the root of the problems, needs, and/or issues at hand
5. Learn to be a bit of an actor
6. A good sense of humor is your best defense against--crabby customers
7. Follow through
8. Always remember that people who are upset, usually have a very good, logical reason
9. Understand the nature of frustration
10. Listen and use common sense

• Treat People Like You Want To Be Treated

The "Golden Rule," simple huh? For example, you're working as a receptionist in a busy office and have a lot of "traffic" and it's a multi-lingual environment and you, the receptionist, are monolingual. Add to that the fact that you are not being paid a "living wage." Let's toss one more thing on the heap, the company you work for does not fully value you as an "asset" of their firm. They don't do anything to support you, their "front line" employee. Welcome to the exciting career of Customer Service! Actually, it can be very rewarding, helping others and it is easier than you think! This site is a good resource for books and also seminars for both the employer and the employee! I especially recommend looking though the book selections, there is something for everyone here, The Right Answer.

• Always Keep In Mind What You Expect When You Are The Customer And Take Responsibility

This differs from number one, the focus is on; Be Polite, Be Courteous and Be Efficient. These are things that I expect when I am a customer. I always make a point of covering these Customer Service Basics. Most importantly, take responsibility, after all it is "Your Job" to assist.

• Know As Much As You Can About The Company And The People You Work For

Learn as much as you can about the business, you'll be better able to assist the customers. An example, if you work in a technical company and you are the "Meet and Greet person," you wouldn't be expected to be a technician. However the more you do know about some of the common "problems," the more informed your messages for the technicians will be. Hence better service! In a best case scenario you'd be able to answer common questions.

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