Believe: Bigger is not Better
Today let’s talk about why we do what we do. First we have to believe what we do is right for the customer. When the customer comes to us with a problem, they expect us to know how to fix that problem. Even if we don’t know how to fix it, we have to make the customer believe we do.
In every line of business and each customer service situation there are a set of guidelines to follow in helping solve the customer’s problem. In order to be successful, we must believe in the recommendations set by the company, whether we agree with them or not. Sometimes a customer will know to what limits they can push to get what they desire. We are not there to set the world right. We are in place to make the customer happy and satisfy the goal of the company.
Keep in mind bigger is not always better. A lot of times a customer has received monetary or material reimbursement many times in the past, and they take advantage of this, yet they have never been educated about the policy. LL Bean has a 100% customer satisfaction guarantee. This is not to be confused with lifetime warranty. A little education goes a long ways.
When a customer says, “I’ve always just got this…” Take a moment and ask, “Do you know what the policy is for this?” It is surprising at how many customers respond with, “No one has every explained that to me.” Bigger is not better. Sometimes a little education is all that is needed and the customer will take away a lot more than monetary or material compensation.
Believe in yourself. Believe in the company’s strategies. Believe you are the one person who can make a difference with the customer’s situation.
Footnote: This year I decided to go with the A-Z of Customer Service. I’ve complained too long that customer service isn’t what it should be. Tell me God doesn’t have a sense of humor. He put me in a position make a difference in what I think customer service is and should be. This month I will share with you what I’ve learned about successful customer service. Hope you enjoy the ride.