Good Customer Service - Worth Its Weight in
By Tameka Sowder, World Wide Information Outlet
Friday, May 7, 2004; 12:00pm EST
How would you react if you contacted a company with a complaint
you feel is valid and you received no answer? Or you finally get a
representative on the phone and they lead you to believe that your
complaint is of no importance? At this point you probably feel worse
than when you made the initial complaint!
I worked as a customer service representative for almost 9 years for a
local utility company. The most important thing I learned is to be
nice. Be friendly, listen and offer solutions. If you own a business
whether it is on the Internet or not, it will cost you thousands of
dollars if you are not friendly.
Did you know the average person tells 12 people that they have been
slighted or how aggravated they are about a company that has not
responded to their complaint? By the time those 12 tell others, your
name has been greatly blemished!
How important is your name to you? How serious are you about your
business? If you have a customer complain about your business, do you
take it personal?
I wrote an Internet company last week and asked them a question about
their service I am using. I received no answer, not a single word! I
am their customer and I received no answer! At this point I begin to
doubt their credibility.
Did I tell anyone? Of course! I was agitated and told several friends
about my experience. I didn't do this to get back at the company but
instead to tell about my mishap. I needed to be heard! Do you want
people telling their friends not to buy your product because you won't
support them once they do?
Recently I went into a saddle store to see about getting a specific
item. The OWNER acted as if he didn't want to help me. Offered
solutions that sounded more like 'quick fixes', was grouchy and spoke
in a way that belittled my intelligence and still never solved my
Will I buy from him? Probably not. I still have a negative view of him
and his store whenever I think about it. The worst part is he is the
If he had talked with me about the problem, offered information and
several solutions in a friendly and professional manner, I would have
at least left with contentment and satisfaction.
If you give a positive image every time you are contacted, you will
give yourself and your business credibility. Your contacts will become
customers and your customers will buy from you over and over again.
Bad customer service is a very costly practice. It will cost you many
sales not to mention your credibility.
I recently solved a problem for someone and by the end of our
correspondence he said he would definitely do business with me in the
future. His experience was positive and he walked away feeling
Practice good customer service and you will see your business build
and grow for the long term!
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