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Great Customer Service Until the End
Lisa Page
Customer service is the most important piece to any home business. Customer service will make or break any company in today's business world. And just like electricity runs our devices, customer service should help you run your business. Not many new companies plan for good customer service. Good customer service should be a well thought plan, to treat your customers the best they can be treated. If you are paying for something, that company should give you the VIP service. Wouldn't you want to be treated that way?
People tend to steer away from companies with bad customer service. The consumer wants to be re-assured that they will be treated properly. After all, if it wasn't for the consumer, you wouldn't have a business. It's important to give your customer anything they want, within reason.
Some companies plan out a customer service department but only to a certain point of a sales transaction. For instance, dial by number customer service. Nobody likes dial by anything for customer service. I know I am not alone when I wait for the option of: to speak with a live representative press zero.
Customer service has become one big joke to most companies. Those are the companies that get a bad rap through the years. Even though they had a great product, their customer service stinks. So, now they will pay for it all through the existence of their business. For being known as having terrible customer service.
We shouldn't make the consumer choose between a great product or customer service. Most times the consumer will go with a bad product with great customer service. At least with great customer service it will get replaced if the product breaks, right? The consumer should get both, great customer service and a great product for buying our products.
Great customer service all through the life of the product is a must have also. Make sure you give a warranty for the products you sell. And if that product is under warranty and breaks, honor your warranty plan. Don't blame it on customer abuse or try to weasel your way out of it. Great customer service will honor their customer service rules, no matter what. This includes rebates and warranties.
How many times have you mailed out your rebate forms and you get a letter back stating why you didn't qualify for the rebate? Or your warranty didn't expire, but that part isn't covered under the warranty agreement. This is where customer service is going wrong.
Great customer service doesn't talk the customer into buying something extra. Like a warranty they won't honor later. Or that rebate check that never arrives. A good business would give you those things anyway or at least honor them.
It's sad that the consumer has to watch their back at all times. All consumers are weary of being scammed. That's because it will happen to all of us at one time or another. If you haven't been scammed, you are either lucky or it isn't your turn yet.
Bottom line is; Great customer service is dead to most big businesses. That's why it is our job as a little home business; to give the best possible customer service you can give. Bend over backwards for your customers and they will always return. Give it a try!
Article submitted Tuesday, June 10, 2008
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