{"id":49937,"date":"2021-09-27T12:44:00","date_gmt":"2021-09-27T16:44:00","guid":{"rendered":"https:\/\/www.shortform.com\/blog\/?p=49937"},"modified":"2021-09-28T16:00:41","modified_gmt":"2021-09-28T20:00:41","slug":"effective-customer-service","status":"publish","type":"post","link":"https:\/\/www.shortform.com\/blog\/effective-customer-service\/","title":{"rendered":"6 Tips for Providing Effective Customer Service"},"content":{"rendered":"\n<p>How do you provide effective customer service? What should you never prioritize over customer satisfaction?<\/p>\n\n\n\n<p>The secret to providing effective customer service is to prioritize the satisfaction of the customer above all else. You must never prioritize rigid company policy and sales processes above the happiness of your customer.<\/p>\n\n\n\n<p>Read on to discover the principles of effective customer service.<\/p>\n\n\n\n<!--more-->\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Rules of Effective Customer Service&nbsp;<\/strong><\/h2>\n\n\n\n<p><strong>No matter what you\u2019re selling, your priority should be people.<\/strong> Don\u2019t think of your job as selling products\u2014think of it as helping people make good decisions and solve their problems. Effective customer service has a karmic effect\u2014you\u2019ll receive something (such as a sale) in return and you\u2019ll have tremendous freedom and confidence to sell whatever you like to whomever at whatever price.<\/p>\n\n\n\n<p>To prioritize the customer and provide effective customer service:<\/p>\n\n\n\n<p><strong>1. Focus on her from the moment she arrives until the moment she leaves<\/strong>, even if you don\u2019t think she\u2019s likely to buy anything. Don\u2019t take calls, answer emails, or let anything else interrupt your time together. Most people don\u2019t get as much attention as they\u2019d like in life, so if you provide this, you\u2019ll meet a need.<\/p>\n\n\n\n<p><strong>2. Think like the customer to anticipate her wants. <\/strong>This will show the customer that you want to help her. Exceed her expectations.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>For example, if a customer asks for a drink, Cardone opens the bottle for her and gives her a glass, ice, and a napkin. This shows he\u2019s willing to go above and beyond.<\/li><\/ul>\n\n\n\n<p><strong>3. Take an interest in her.<\/strong> Become more interested in her than you are in anything else, including your commission and yourself. Exchange ideas and ask questions\u2014for example, you might ask what she likes or doesn\u2019t like about what she already owns. This will help you get information about what she values that you can use to help her find the perfect product. Asking questions isn\u2019t sleazy\u2014you\u2019re not amassing information to manipulate the customer later; you\u2019re trying to help. (The sales-y trick of responding to questions with new questions <em>is <\/em>manipulation and will never work.)<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>For example, when Cardone wanted to buy a computer, the salesman at the first store he went to rattled off technical specs and so overwhelmed Cardone that he didn\u2019t buy anything. Later, Cardone went to a different store and encountered a salesperson who asked him questions about what he wanted the computer for. He was so helpful that Cardone bought three computers and additional accessories.<\/li><\/ul>\n\n\n\n<p><strong>4. Maintain your interest in the customer<\/strong> even after you\u2019ve made (or not made) a sale.<\/p>\n\n\n\n<p><strong>5. Resolve post-sale problems personally. <\/strong>Any time a customer has a problem, it\u2019s an opportunity to provide service. Seek out problems (for example, call to check in on a product) and handle them. This will also create opportunities for sales in the future.<\/p>\n\n\n\n<p><strong>6. Use organizational aids, <\/strong>such as customer relationship management (CRM) tools, <strong>to help you remember details about specific customers<\/strong> such as contact information, pet peeves, likes and dislikes, loved ones, colleagues, and anything else you find out. Once you build up your network, you\u2019ll have many past and potential customers to keep track of, as well as multiple sales cycles open at the same time. <strong>Never throw out data, even if you leave a job<\/strong>\u2014you might want to talk to some of your past customers in the future.<\/p>\n\n\n\n<p>You can check your service skills by asking yourself the following questions. If you answer yes to any of them, you are falling short in providing effective customer service.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Do customers ask you for better prices?<\/strong> If you were giving them good service, they would think the price was appropriate because it included service. Most people want good products and service more than they want to save.<\/li><li><strong>Does your competition outsell you, regardless of price and product quality? <\/strong>If you provide good service, it shouldn\u2019t matter if your product is more expensive than your competitors\u2019\u2014lower prices mean less service, and many people don\u2019t like that trade-off. Additionally, having a better product is temporary\u2014new products are invented all the time and get cheaper as they develop. Service, on the other hand, is always valuable\u2014people like convenience and being treated well.&nbsp;<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Pitfalls<\/h3>\n\n\n\n<p>Effective customer service never prioritizes the following over customers:<\/p>\n\n\n\n<p><strong>1. Product knowledge.<\/strong> You do need to know the benefits of the product and how it matches up against competitors\u2019 products, but only 20% of selling is product-related (the other 80% is people-related).<\/p>\n\n\n\n<p><strong>2. Sales processes.<\/strong> Sales processes are step-by-step plans for approaching a customer and getting a sale. They\u2019re often developed by management even though management is almost never buying or selling the product. If a process inconveniences a customer, don\u2019t use it. (See Part 3 for more on good sales processes.)<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>For example, one of Cardone\u2019s friends was a real estate salesman whose company\u2019s sales process required its salespeople to always meet with clients at its offices. Cardone didn\u2019t want to go to his friend\u2019s office because it was inconvenient, but his friend insisted. Cardone refused. His friend relented and they met at Cardone\u2019s home, but had his friend adhered to the process, he would have lost the sale.&nbsp;<\/li><\/ul>\n\n\n\n<p><strong>3. Company policy.<\/strong> Some company policies, like sales processes, don\u2019t prioritize the customer. If you follow the policies, you\u2019ll miss sales.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>For example, when Cardone learned about the Hummer H2, he immediately wanted one and called a dealership to ask for the price. The salesperson wouldn\u2019t give him the price over the phone\u2014company policy forbid it because it encouraged people to shop around. It hadn\u2019t occurred to Cardone to shop around before; the policy actually planted the idea.<\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>How do you provide effective customer service? What should you never prioritize over customer satisfaction? The secret to providing effective customer service is to prioritize the satisfaction of the customer above all else. You must never prioritize rigid company policy and sales processes above the happiness of your customer. Read on to discover the principles of effective customer service.<\/p>\n","protected":false},"author":10,"featured_media":49945,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[45,34,103],"tags":[503],"class_list":["post-49937","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business","category-communication","category-sales","tag-sell-or-be-sold","","tg-column-two"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.3 (Yoast SEO v24.3) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>6 Tips for Providing Effective Customer Service - Shortform Books<\/title>\n<meta name=\"description\" content=\"Effective customer service keeps buyers happy and boosts sales. 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