Customer Service is Not About Being Polite….

This week I received my David Jones account. Okay, so I knew I had spent some money, though I was smart and had put it all on the Christmas options so I wouldn’t have any scares until February. I was horrified when I opened my account. I now have an enormous amount to pay by January 28^th if I do not want to incur interest (This is for background only – I am not asking for donations. Look out for that in February).

So of course what does one do as a loyal customer but phone the after hour’s accounts department (offshore). I knew there had to be a mistake, and I expected that person to fix it for me immediately.

Here is where my frustration began: the woman I spoke to did not know how to read the account and fix my problem. Clearly what I had purchased and returned did not add up to the amount I should have been paying, and she couldn’t even see that. She battled through, putting me on hold to see if she could work it out as I got more and more frustrated. She was very polite at all times, though this was not enough.

I knew she would not be able to help me, so I told her I would phone back once I found my previous account. The next time I phoned, I spoke to someone who was just as polite and was able to explain to me what had happened. The amount to pay was about 1% of the quoted payment. So it all ended happily-ever-after.

The moral of this story is we often think that customer service begins and ends at being polite to the customer. Well, that is not enough!!! Your customer expects so much more. It starts with being polite and a desire to serve, and giving the customer an experience he or she will never forget.

Here are a few more things to give to your customers:

1. As in the case of the David Jones account department, know how to read a statement – that is, if you work in the accounts department (If you’re new or not sure get help from a supervisor).
2. Have good listening skills.
3. Know your product inside out – everything from features and benefits, to being able to demonstrate how to use it effectively and get longevity and enjoyment out of it.
4. Know what your competitors have and how your offer differs.
5. Know how to complete any paperwork associated with the transaction.
6. Know how to help customers if they have any questions or issues after the sale.
7. Know all the company policy and procedures, and know which ones can be broken or bent (I’m not a conformist, so I like bending and breaking the rules).
8. Have confidence and conviction in the product you represent.
9. Have a positive attitude.
10. Be solutions focussed (for every problem there are 3 solutions).
11. Be patient.
12. And the list goes on…

It is imperative that your staff knows and understands every inch of the business when speaking to the customer. The David Jones staff member was put in a situation that she didn’t know how to handle, and she didn’t even know how to tell me she didn’t know what she was doing. All she needed was training on how to do her job. I must say, she was polite and friendly and patient with me, though that was not enough.

For more information on how I can help your team perfect their customer service skills and help you make more profit, email me at penny@pennyv.com.au or phone me on 0418447413.