Love and customer care

It’s the day before Christmas and although many may not celebrate for religious and other reasons, one thing that connects us all (in business and in our private lives) is the joy and love in this season.

I enjoy this period specifically because it’s probably the single time of the year that we take off our human suits worn so tightly throughout the year and become our real selves.

In business we probably need to take this spirit of holiday cheer along with us everyday in providing customer service. Here are my points to consider on this.

1. Seek more to understand than to be understood. Probing for the need behind the need, would be a key function of solving a customer’s problem. Telling them of your processes and policies makes them go away but doesn’t resolve their burning issues.

2. Follow up with people, expeditiously. In the world of instant information customers seek quick turnarounds to their problems. Taking 3 weeks to give them a one sentence response which doesn’t even solve the problem is just criminal.

3. Be of service, most companies take the service part of customer service lightly. It doesn’t serve them or their customer doing this. All it achieves is brand compromise, where an unhappy customer preaches just how bad your business is. Remember the caveat 6 degrees of separation? All it takes is for that one disgruntled person to tell their network and before you know it, less feet come through your door.

This is not new, yet very few businesses invest in ensuring that their customer service departments are well equipped with meaningful ways to handle and deal with their clients.

Have a wonderful holiday, make time for your loved ones and for yourself. If you’re traveling, be safe on the roads. May the coming year be all that you dream.

Happy Holidays!


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