I love these customer service tips and I have edited them a bit for teenager’s running a micro business (that’s why there’s not 10!).
The Ten Commandments of Great Customer Service
From Susan A. Friedmann, for About.com
Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service.
Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel.
Identify and anticipate needs. Customers don’t buy products or services. They buy good feelings and solutions to problems. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Thank them every time you get a chance.
Know how to apologize. When something goes wrong, apologize. It’s easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done.
Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:
- What can you give customers that they cannot get elsewhere?
- What can you do to follow-up and thank people even when they don’t buy?
- What can you give customers that is totally unexpected?
My book, Running a Micro Business, has more tips on serving your customers.
Carol Topp, CPA is the author of the Micro Business for Teens
