The Importance of Customer Service
No doubt you’ve been on the receiving end of lousy customer service here in Reno at one time or another. You’ve called some local company with questions you need answered, only to be told by a sterile voice to “press 1 for your language of preference, 2 for the money, 3 for the show…” Until you arrive full circle to the original menu because what you needed wasn’t in the “tree” to begin with. Or, worse yet, you’ve reached some bored CSR (Customer Service Rep) who calls you by name but has no authority (and less enthusiasm) to solve your problem.
You’re the Boss
Now you’re on the other side of the equation. You own a local Reno business or you manage a department and you want your customers to be thrilled. Happy enough to come back for more products or services and to tell others wonderful things about your company.
Good customer service is the lifeblood of any business, particularly here in the Reno area. You can offer great deals, slash prices and buy advertisements in every kind of media. Bring in as many new customers as you want. But, unless you can get some of those customers to keep coming back, your business won’t be profitable for long.
Sometimes it’s the simple things
People do business with people they like. People like people who ARE like them, or APPEAR to like them. A simple, earnest smile can do more for you than all the skillful words in the world. Even when you’re on the phone, smile when you talk and it will come right through the wire.
Salesmen and professional negotiators learn to project “likable” as a necessary adjunct to their profession. Especially if they’re paid straight commission. Some may call that acting, but if a buyer is in front of you, who may very well put money in your pocket… You LIKE that person, no acting necessary. The best salesmen and negotiators are naturally likable, Big Picture people, who always personally care about others to begin with. Your Customer Service people need to be on that same wavelength.
Good customer service is all about bringing customers back.
And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves, and in their turn, become repeat customers.
Have a Great Day!
Rena Zatica
Front Office Staff of Reno
775-353-6600
06/8/12
