Is the customer always right?

laughter-australia Customer service!!!! How good and how bad can it get!!! I am constantly astounded at the level of service some businesses think is appropriate. It’s not that hard. All you have to do is:

  • Smile
  • Be friendly
  • Be polite
  • Solve the customers problem

That’s it. Do that and the customer will have a great experience. Some businesses and their staff just don’t seem to get it.

One of the most famous comedy shows ever produced for television ” Fawlty Towers” probably is the stand out example of truly awful customer service.

John Cleese as Basil Fawlty in Fawlty Towers

Of course some customers are horrible. When you are in business you will get all sorts of customers. Funny how the ones that give you the most trouble are the ones that usually are the least profitable.

Great customer service comes when the staff are properly trained to perform their tasks well. Generally great staff will:

  • Be friendly, smile and be courteous
  • Have a great understanding of the products and services
  • Will ask a superior if they don’t know something and not make it up on the spot
  • Ask the customer great questions about their needs to better match the product or services required
  • Identify other opportunties to make further sales.

So how good are your customer skills or how good are your staff when serving customers?

Businesses succeed only when they realise that the most important product they sell is the relationships that form between the customer and the sales person. If you ignore this even awesome products with poor service will eventually kill the business. It’s surprising how many businesses survive with mediocre products ( some famous fast food chains come to mind) but have fabulous customer service systems.  Many of the best known brands success is down to awesome customer service and the consistency of their products. You know what you are getting everytime.

When training a team customer service systems should be one of your biggest priorities. My company has access to some of the best training in these areas. Personal relationships are not always instinctive. Depending on what role models you had when you were young  could make this a challenge for you with habits developed over time which are hard to break.

I would love for you too share you awful customer service experiences with comments and stories.

Cheers Michael

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One Response to Is the customer always right?

  1. Hi! I could have sworn I’ve been to your blog before but after browsing through some of the posts I realized it’s new to me. Regardless, I’m definitely happy I discovered it and I’ll be book-marking it and checking back regularly!

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