Francesco Messina Online

When a client has given you instructions, make sure you understand them perfectly. There is nothing worse than to quickly take instructions, do the work, then realize that this is not what the client wanted. Don’t hesitate to have the client repeat, and then, repeat to the client what you have understood to make sure they agree. The same rule applies when you give information to a client. Make sure your information is clear. 

You are allowed to make mistakes but providing GREAT Customer Service means you must learn to own them.  Take your mistakes and turn them into positives by telling your client exactly how you intend to fix the issue. Hiding the error and not updating a client will be the quickest way out of your job...

Last week we spoke about confidence and how important it was for you to feel in full command of yourself and your capabilities.  But it may be dangerous if this feeling is brought to the extreme, ...  You may think you know all and can do all, but you should never allude to it when speaking to others. As paradoxical as it may sound, another skill you must have is humility. There is nothing worse for you than to argue with a client or vendor to preserve your ego. Let the client think they know more than you but make “suggestions” and let them believe that the solution came from them. This will make the client feel good when they deal with you, and they will become less difficult. Example of “humility”

CLIENT: You have to do it THIS way!

BAD Response: I have been in this business for 10 years and I know it has to be done THAT way, not THIS way!

Go to the bathroom and find a mirror.  Take a deep breath, expand your chest, stand straight, bring your shoulders back, lift your nose slightly, look yourself sternly in the eyes and with conviction say: “I AM!”. Do this again and add your name... Now say it as if you were the master of the universe... Now add "And I AM best Customer Service rep in the World!"  Do it twice more, or until you BELIEVE that YOU ARE the best Customer Service rep in the World.

If you sounded over the top, if you laughed a little (or someone else hearing you made fun), then you did it right. This simple exercise serves to teach you one of the overriding skills you will need to succeed: if you have confidence, you can make it.  Confidence will put customers more at ease giving you greater freedom of action.

The first notion you should keep in mind is to always treat a client’s file, concern, or shipment, as if it was your own. Their loss is your loss. Many people in the service industry are disconnected from what happens which makes them useless to their clients, their company, and to themselves. Try to imagine how you would feel if this was happening to you. The client may be losing a sale if you do not act... How would you feel if your paycheck might not come in this week unless you acted? Your stress level is probably increasing simply by reading this very first concept. But remember that this guide is not titled “Zen at work...” but “Serve me better...”. I am going against the current in advocating that you personalize your work. In my opinion, this is the best way to perform Customer Service far above what is expected.

You should remember that Service is an art. It is the art of making people you deal with feel you have satisfied their needs.  You did it so successfully that they would prefer not dealing with anyone else and would recommend you and your company to their closest friends and family. Doing this well will not only fill you with pride and satisfaction, but it will ensure client retention and open the way to corporate expansion. In fact, managers and corporate leaders should view Customer Service as their primary marketing tool. All the billboards in the world cannot save you from clients having bad experiences with your employees, and no TV spot is greater than one of your clients telling others “call these guys, they’re great!”

When you are speaking to a client you always represent your company. Whatever you say or do will reflect on your organization.  Regardless if you are a service rep, a data entry clerk, a warehouse operator, or a janitor; if you get in contact with a client, you are performing Customer Service. If you are not sure what to do, find someone who does, or better yet, use the information from this guide to help you serve the client better…

This is designed to be a quick reference guide for Customer Service reps and their managers in the hopes that no one would ever have to face bad service ever again. In fact, bad Customer Service lurks everywhere. The drive-through staff putting too little or too much milk in your coffee; the courier driver who says “Oh well?!” when he delivers a damaged box; the airline employee who keeps you on hold for fifteen minutes just to hang up on you; the contractor who never comes back after doing half the work; the civil servant sending you to every single counter until you finally leave; the store clerk who seems to hide in the back room when you need help but who hovers anxiously when you don’t need him...

Everyone has suffered at least one of these and I say ENOUGH! I have become increasingly aware of just how bad Customer Service has become, and I think it might be due to a lack of awareness. So I am doing my part by writing this hands-on guide...