How To Create Excellent Customer Service

Here are practical ways to create lasting relationships with customers.

I once asked a sales representative to tell me more about a product they were selling. To my disbelief he simply picked up the box and started reading from it. I politely walked away and prayed not to see him again. The irony of poor customer service in a customer–centered market exists in an outrageous proportion. How many times have we been assisted by incompetent sales attendants? How many times have we been given poor service? How many times have we been given the wrong item? Billed for purchases we did not make? Rudely assisted or even downright ignored? We are in dire need of better service professionals. Not all consumers are spoiled brats who need constant attention and must have slaves at their beck and call. All we want is the basic courtesy and the ample attention.

As a sale trainer and more importantly, as a consumer I have devised an easy-to-remember customer service paradigm that each sales representative must keep in mind. In whatever industry one may be, the “GREAT” customer service is an essential tool in providing outstanding service.

GREET emphatically. Making the right impression is necessary. We welcome the customer and make them feel at ease. Make them know that you are there to help them not to smother them nor ignore them. The warmth of a smile and the assurance of assistance will loosen up even a cranky customer.

RESPOND appropriately. This is where manners, depth of product knowledge and service skills are intertwined and come into play. It is imperative that the sales person is knowledgeable about the items or services that they are selling. They are a source of valuable information to customers. They are there to help them decide and more importantly entice them to buy. But before you can truly provide valuable information, sales people must learn the right listening skills so they can provide what the clients are looking for. Moreover, effective selling requires that you know how to make clients listen so that they con zero in on the product's benefits for them.

ENDORSE properly. I am not alone when I say that I hate it when I get passed on to different people without knowing what to expect. This atrocity gets doubly frustrating when transacting through the phone. Not everyone has the right answers nor has the power to decide. But what we want is to be endorsed to someone who can decide regarding our concern. Being a human volley ball being tossed from one person to another; or from one department to another is an experience no one wants to go through.

ASSIST immediately. Do not let customers wait beyond what is necessary. Sales professionals must take the initiative to approach immediately and step back whenever necessary. Assisting never meant to be following the customers like a shadow. They must be there whenever needed and must provide space for the privacy of the customers. Don't you just hate it when sales reps hover over you while you browse products? The balance of giving space and visibility is a requirement for customer satisfaction.

THANK sincerely. Whether sales representatives closed the sale or not, they must always thank the customers. Sales people must show their appreciation for clients who take their time to visit the store, call the office, or inquire about the products. The mere fact that they took their time to know more about the product or service means that they are interested.

So the next time you feel a tingling sensation to just read from the box to answer a query from a customer; or when you just feel darn too tired to give a welcoming hello, remember that we are all customers. Ask yourself: how do I want to be treated and assisted? Using the GREAT customer service paradigm we can turn mere sales agents into outstanding sales professionals.

For excellent customer service just think GREAT!

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Comments 18 comments

duffsmom profile image

duffsmom 5 years ago from Pacific Northwest, USA

Excellent Hub and all of it so true. Poor customer service is one of my pet peeves. As a customer, I want to be treated like they really want my business and that is not often the case out there in the world.

By the way your writing style is a pleasure to read!


jpcmc profile image

jpcmc 5 years ago from Quezon CIty, Phlippines Author

@ duffsmom. After almost 10 years of sales training, I still find sales reps doing a 180 degree turn on customer service. It's really frustrating. So I decided to keep the concept simple and practical. These are the common stumbling blocks for sales reps (especially in the retail industry). It actually improved customer service ratings, customer retention and sales profits. But the concept goes beyond sales. You can think of it as life skills.

Thanks for the kind words. See you around.


ripplemaker profile image

ripplemaker 5 years ago from Cebu, Philippines

Wow, you do sales training for 10 years. Amazing. These are wonderful reminders which I am going to teach my staff in our preschool as well. In the meantime, it is with pleasure that I announce your Hubnuggets nomination! Yipppeee! In behalf of the Hubnuggets team, we send our congratulations. Be sure to vote okay? And before I forget here's the link for the details. http://hubpages.com/hubnuggets6/hub/A-Little-MidSu...


jpcmc profile image

jpcmc 5 years ago from Quezon CIty, Phlippines Author

Thanks for the great new and the comments ripplemaker. Yes, more than 10 years now in sales trainer. Do something you love and you'll never work a day in your life. Undergrad was Family Life and Child Development in UP Diliman but chose to teach the young at heart. If you need any help with your staff and teachers I'd be glad to give a hand.


marcoujor profile image

marcoujor 5 years ago from Jeffersonville PA

jpcmc~~ This is a well-written and useful reminder to us... I loved my very first job, which was in Customer Service at a Woolworths store-- it was the very best preparation for Nursing~~ as "the client is always right"/ just as I learned so long ago that the "customer is always right"... Voted UP & AWESOME & USEFUL.

Congratulations on your Hubnugget nomination as well...!


jpcmc profile image

jpcmc 5 years ago from Quezon CIty, Phlippines Author

Thanks Marcoujor. You must love customer service to truly provide amazing service. My sister is an RN and I saw how difficult it is to put the patient first especially when you'v been awake and tired for more than 24 hours.


AllSuretyBonds profile image

AllSuretyBonds 5 years ago

Great Hub. The way that you approach a customer is very important. I agree with you greeting and making the customer feel at ease is very important.


justmesuzanne profile image

justmesuzanne 5 years ago from Texas

Excellent customer service advice! :)


jpcmc profile image

jpcmc 5 years ago from Quezon CIty, Phlippines Author

@ Allsuretybonds. Thanks. Sometimes sales reps forget how crucial it is to make the clients at ease. Greeting them properly is one important step in getting them to to feel comfortable in a store and a sales situation.

@ justmesuzanne. Thanks for dropping by and reading my hub. I'm glad you find value in my hub.


PK2010 profile image

PK2010 5 years ago from United Kingdom

Great hub and great read. I agree with your points on making the customer feel welcome and not smothering them with your presence. Customer service jobs are not easy in themselves, it takes dedication, the right approach and a true understanding of what the role entails. Its not all about sales and targets, but retaining customers as well and getting the business recommended. My principle is if you can't hack it, don't get involved. Well done for sharing.

And congratulations on your nomination.


jpcmc profile image

jpcmc 5 years ago from Quezon CIty, Phlippines Author

Thanks for dropping by PK2010. You're right customer service takes special skills and attitude to do properly. Unfortunately, not everyone has the innate ability to do this. But there's always room to train them.


chamilj profile image

chamilj 5 years ago from Sri Lanka

Excellent article on customer care. Voted up!


jpcmc profile image

jpcmc 5 years ago from Quezon CIty, Phlippines Author

I appreciate the kind gesture chamilj. Do check out my other hubs as it also talks about customer service. Here is another hub I think you'll also like.

http://hubpages.com/business/Why-Customers-Leave

If you have any questions, clarifications or violent reactions do tell me. :)


ANJANI KUMAR PANDEY 4 years ago

DOOD TIPS FOR MEDICAL REPRESENTETIVE


Dennis AuBuchon profile image

Dennis AuBuchon 4 years ago

another great hub. voted up, tweeted ad pinned


jpcmc profile image

jpcmc 4 years ago from Quezon CIty, Phlippines Author

Hi Dennis AuBuchon,

I appreciate the positive feedbacks. See you around.


DDE profile image

DDE 4 years ago from Dubrovnik, Croatia

Voted up!! Excellent points


jpcmc profile image

jpcmc 4 years ago from Quezon CIty, Phlippines Author

Hello DDE ,

Thanks for stopping by. I appreciate the vote up.

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