The Ten Commandments of Customer Service

Adapted from about.com

We know who's is boss. We are in business to service customer needs, and we can only do that if we know what it is your customers want. When we truly listen to your customers, they let us know what they want and how we can provide good service. We never forget that the customer makes your job possible.

1. We'll be a good listener. We take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. We listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking we intuitively know what the customer wants.

   We strive to Identify and anticipate needs. Customers don't buy products or services. They buy solutions to problems. The more we know our customers, the better you become at meeting their needs. We communicate regularly so that we are aware of problems or upcoming needs.

2. We strive to let our customers know their appreciated. Treat them with respect.
3. WE help customers understand our business model. Our organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. We take time to explain how our systems work and how they simplify transactions.
4. We appreciate the power of "Yes". Always look for ways to help our customers.
5. We know how to apologize. When something goes wrong, we apologize. It's easy and customers appreciate it. We deal with problems immediately and let our customers know what you have done. We give more than expected. Since the future of all companies lies in keeping customers happy, we ask:
   • What can we give customers that they cannot get elsewhere?
   • What can you do to follow-up and thank people even when they don't buy?
   • What can we give customers that is totally unexpected?
6. We want and encourage regular feedback. We encourage and welcome suggestions about how we can improve. There are several ways in which we can find out what customers think and feel about your services.
7. We listen carefully to what they say.
• We check back regularly to see how things are going.
• We provide a method that invites constructive criticism, comments and suggestions.
8. We treat employees/associates well. Employees/associates are your internal customers and need a respect andf appreciation. We thank them and find ways to let them know how important they are. By treating our employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.