Make Customer Service Your Priority

What's your title at your company? If you're reading this blog, it's likely it doesn't include the words "customer service," but today business expert Andrea Nierenberg argues otherwise. Here's what she has to say:

The role of "customer service" is in everyone's job description - and we all have customers or clients. Without them, we have no business.

They can be both internal - which are our co-workers, and colleagues or external.
Here are some reminders for Superior Service:

1. Understand how your client's expectations rise and continually change. Learn to understand what they want and what they value.

2. Use quality service to differentiate your business from the competition. Go beyond - and find ways to delight and dazzle them - treat people in a way they will appreciate and remember.

3. Set your own high standards and go higher. Think how you feel when you are in their shoes and you are everyday - when you are in the role of customer to some one else.

4. Never be content - always look to get the competitive edge - and if you don't - your competition will.

5. Manage your customers' expectations. Build a foundation of trust - deliver what you promise. Sounds easy, yet implementation is the key. Much better to under promise and over deliver.

6. Take it personally! Make sure to establish a personal relationship with your client. Build relationships.

7. Bounce back with effective service recovery. We are not in total control of anything - sometimes things may go wrong, and when this happens, make sure to repair it and restore client good will.

8. When a client complains - thank them - they have given you a buying signal and they can become your best allies. They tell you what you need to know to improve. LISTEN and then take action to fix it.

9. Look at the world through your client's eyes and ears. Put yourself in their shoes and the roles they go through in their work. Here is a thought - walk into your office as if you were seeing it for the first time, greeting your team for the first time - actually become a customer for your competition.

10. Service is the currency that keeps our economy moving. We all give service to each other. When I serve you in your business and you serve me in another - one improves and so must the other - and the whole level rises.

Andrea Nierenberg is the president of The Nierenberg Group, a business communications company with a total process for educating, motivating and connecting people. Learn more at www.selfmarketing.com