What is "Customer Service"?

Customer Service is an organization's ability to supply their customers' wants and needs. Excellent customer service is the ability of an organization to constantly and consistently exceed the customer's expectations.

Customer Service Performance Plan:
A plan to track Customer Service efforts with emphasis on Customer Loyalty, Acquisition, Retention and Defection.

o Make Prospective customer calls daily (minimum number) for:
o Finding point of contact, the right decision-maker
o Scouting for potential business opportunities
o Follow up with literature packets/brochure, Thank-You Card, etc.
o Soliciting referrals and other contacts
o Make Current customer calls (minimum number) daily for:
o Referrals
o New/future business opportunities
o Reminding customer how important they are
o Making sure customer is satisfied
o Updating customer database
o Building stronger relationships
o Track the success of Prospect and Current Customer Calls by:
Number of New Leads, Number of New Customers, Number of Customers Lost

8 Simple Rules For Good Customer Service:
1) Be PROMPT: Answer the phone (and emails) and return calls (emails) promptly.
2) Be HONEST: Don’t make promises unless we WILL keep them.
3) Be ATTENTIVE: Listen to your customers…really listen.
4) Be EQUITABLE: Deal with complaints.
5) Be HELPFUL: Even if there’s no immediate profit in it.
6) Be COURTEOUS: ALWAYS be helpful, courteous, and knowledgeable.
7) Be CONFIDENT: Take the extra step.
8) Be PROACTIVE: Throw in something extra, even if it’s just a genuine smile. The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!

Surprise Your Customers Once In A While
Most everyone loves surprises. That's what wrapping paper is all about. Unveiling the unknown and fully appreciating the unexpected.

Every now and then it's fun to throw a surprise at your clients and customers as well.

Here's one of my favorite techniques:
When a customer orders a product or engages your services, toss in something extra. You don't need to make a big deal of it but do it systematcially and don't advertise it. This is one of the easiest ways to over deliver on expectations.

So, let's see:
• When they ask you to prepare their taxes - give them a handy record keeping system
• When they order your ebook - send them a copy of your favorite current best seller from Amazon
• When they hire you to design a web site - create a blog of the same design
• When they hire you remodel their kitchen - get their windows cleaned
• When they hire you to install a ceiling fan - change the batteries in their smoke detectors

It's a good practice to make it a surprise (maybe even wrap it like a present) so that it is considered over and above what was expected.

It's amazing how most of life, and certainly most of customer service, is about exceeding or at least meeting expectations.

When you make this unexpected gift to your client, you create a great opportunity to communicate the value of all of the services you provide, including this add on.

Do it on the first order or do it randomly - just do it.