We have a guest blogger this week. Carolyn Berg is a Virtual Assistant and owner of CyberOffice Solutions, LLC, of Farmington Hills, Michigan.
The Magic of Customer Service

Ever been to Walt Disney World? If not, have you talked to anyone who has? What is it about that place where people will spend a small fortune to go and then go back again and again?…Magic…and I’m not just talking about the “Magic Kingdom”. I’m talking about the magic of Customer Service and why they decided to make it their number one ingredient in bringing customers back year after year.

If you go to Disney World, you will walk around seeing smiling faces, over the top enthusiasm, clean streets, etc…All of these things that make you want to come back time and time again. They understand that the more they make you happy, the more you’ll want to come back and spend more money, and the more you’ll talk to your friends and family about your experience. Tickets into the parks are not cheap and they don’t have to be. People will pay just about any amount to get in to catch a glimpse of that feeling…like they are the most important customers on the planet. Their brand is all about that magic…

There is lots of hype about customer service. What is it exactly? It’s such a popular phrase, however it is rarely discussed in detail as to why it makes or breaks a company. If you have a great product or service and want to shout it out to the world, you better have a great Customer Service team to back it up. For every wonderful product or service, there is a wonderful question or problem that goes along with it. You need that kind, caring, understanding person on the other end of the line who is ready to listen to their problems and offer a shoulder to lean on.

There is also a way to deal with those angry, nasty customers, too. It’s called patience. You need to be able to listen through all that yelling and shouting to really get to the meat of the problem. Once you identify the situation, you can start the resolution process. Even if you don’t resolve it in that instant, just being able to acknowledge that person’s anguish can make all the difference in the world and keep your customer coming back for more. It could just be as simple as telling them you don’t have the answer but you’ll find it and then calling them back as soon as possible.

People want to be heard, they want to be taken care of. They don’t care about other people’s problems; they care about the problem that is front of them right now. Recognize their need for assistance and address the issues.

The best piece of marketing you can have in any business is word of mouth. All it takes is for one person to have a bad experience with your company and you just lost not only them as a customer, but everyone they know. Consider improving your Customer Service and you will reap the magical benefits.

Want to learn more on how customer service can improve your business? Give me a shout .

Carolyn Berg
CyberOffice Solutions, LLC
www.cyberofficesolutions.net