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Customer Service

Is it just me, or does it seem like today’s ‘Customer Service’ lacks the focus on…well, customers? This is evident to me every time I have to contact my phone campany’s Customer Service line. I am told “We are sorry, but because of the large volume of phone calls received, your wait time to speak to a representative is 1 billion minutes.” Then, I get the pleasure of listening to whatever random elevator music they have, while trying to stay positive about losing out on precious business time. Once I reach an actual human on the other line, I am then transferred because it’s not the ‘right department.’ On some occasions, I’m even cut off from a mishap during the transferring, and the cycle starts all over again.

Thankfully, nothing goes to waste if you just look at every situation as a lesson to be learned. The lesson I’ve learned is that Customer Service is key to building a solid business! My desire is that my customers will look back and remember a positive feeling after having worked with me. I hope they feel more like an individual than a number in line.

So, how do you provide great customer service? For starters, don’t pass the buck when someone needs help! It’s ok sometimes to say, “I’m not sure about that, but I will give you a call (give them a time & day) after I do some research on that.” Don’t just leave it at that. Go, do your homework, find the best way to help your customer, and FOLLOW UP on it! Call them when you said you would…don’t be a flake! Your word & action will build your reputation…and a good reputation is to be valued above wealth!

Another simple way to better your customer service is to shift your frame of mind! Each day, remind yourself that your purpose for business is to HELP OTHERS. Don’t look at people like a dollar sign or an irritating obstacle. Remember that your business would not exist without the people you’re serving! Simply go by The Golden Rule…it’s simple, but very wise. Treat others the way YOU want to be treated…you can’t go wrong.

In addition, I believe customers appreciate simple guestures, such as a phone call to check in & see how they are doing. Use that opportunity to show that you didn’t just put them in a ‘sign up club,’ but that you remember them, are willing to train them, and are thankful for them. Since I have been very busy training, I have a wonderful marketing friend that is doing follow-up for Team Mark & Jerry…his name is Ivan Harris. Ivan is a jewel & his personal phone calls to my customers have built so much value to my business. I cannot express how important follow-up is!

Thank you cards also leave a lasting impression. Remember, people may not remember what you say, but they will remember the way you made them feel. My business partner, Jerry Maurer, sent me a personalized thank you card with a picture of his beautiful family months ago, but I still remember thinking, “Wow! How awesome that he took the time to brighten my day!” Remember to slow down & take a few minutes to uplift those who you serve.

To sum it up, GOOD Customer Service is what this world needs! Are you serving others and treating them as valued clients, or do you simply look at them as cash in your pocketbook? Make it a priority to answer their questions, follow up on their progress, and show them that they are valuable. It will bring your business to a whole new level!

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