Customer service

Prompt follow up makes you shine

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how to give a speech, effective presentationsDuring a recent networking event, I was chatting with a business person when he asked if I knew of some resources for a particular service he needed. One business came to mind, but I told him I’d check my contact list when I got back to the office. As this was an evening event, I told him I’d get back to him the following morning.

Afterward, he sent a message thanking me for my effort and the prompt follow through. That made me wonder: does he not normally experience that? If so, that’s too bad.

With today’s technology it’s easier than ever to reply to queries. What happens, though, if you have to return to the office to dig up an answer? More to the point, if the person asking the question is not a customer, are you as interested in following through? You should be.

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How to greet your customers properly

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How well do you and your employees greet your customers? Do you offer warm, friendly greetings? Or do you barf up the robotic, “How’re you doing?” when customers enter your business? I encountered just that sort of treatment while in the checkout line at the supermarket. It dawned on me that business people could use … Read more

Unavailable? Turn off the phone!

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One big pet peeve of mine is when a person I’m calling answers the phone even though he can’t take the call. I hear, “I’m in a meeting” or “I’m on a conference call.” Why is your phone–that is, the cell phone–on? Because the person always leaves the cell phone on. That has to change. … Read more

Start off with good customer service

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Improve customer service through initial actions A recent incident with a business taught me a lesson and offers reminders for everyone. This column is aimed at the provider, but customers can learn from it, too. 1. Be clear at the outset. Fully explain and define what you are offering. Provide all information in writing. If … Read more

Have the customer’s name? Use it!

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Effective customer service starts with the person’s name One of the key components of good customer service is a personalized response. That is, tailoring your solution and/or message to the person’s need(s). In this video, I zero in on the message: your reply to the complaint, question or comment. Specifically, do you use the person’s name? … Read more