10 not-so-secret guidelines for customer service (plus a bonus)


10 not-so-secret guidelines for customer service                                                            photo credit stockmonkeys.com

10 not-so-secret guidelines for customer service                                                            photo credit stockmonkeys.com

Charlton Heston has 10 Commandments to follow, Stephen Covey has 7 habits to make people more effective and Kevin Bacon has 6 degrees to separate from, so it makes perfect sense that customer service has its own set of guidelines to follow. Best part, these guidelines have evolved over millions, if not billions of transactions. Since the beginning of time, when cavemen went to market to trade woolly mammoth hide, these guidelines have shaped the way each customer experience played out. See how well you adhere to these not-so-secret guidelines:

Guideline 1 - The customer is always right.

Guideline 2 - Long after the money is spent, your customer will remember the experience.

Guideline 3 - You can never go wrong by exceeding your customer's expectations.

Guideline 4 - Under delivering will drive your customer to your competition.

Guideline 5 - A customer with a problem should take top priority.

Guideline 6 - Personal service trumps high tech service.

Guideline 7 - No matter how busy you are, you must find time for your customers.

Guideline 8 - When communicating with a customer, it is extremely important to be present.

Guideline 9 - When you don't know the answer to a customer's question, do not make up an answer unless you plan on following through with your incorrect answer. Best advice, don't make stuff up.

Guideline 10 - Keep it as simple as possible for your customer to do business with you.

BONUS Guideline 11 - Know how to say I'm sorry. Nothing is worse than an insincere apology. Your customer can tell when you are faking.

How did you stack up? If you are not adhering to the guidelines, there is plenty of time to get on board. Or you may have your own set of guidelines. I'd love to hear from you in the comments section below.

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