How To Create A
Customer Service
Environment
By Jit Singh
Customer Service
1. Customers do not tolerate poor customer
service.
2. Good customer service can bring in more
customers and help a company grow.
Customer Service Statistics
1. Only 4% of disgruntled customers complain,
preferring to switch rather than fight.
2. Twenty percent of your problem customers
account for eighty percent of your
headaches (the Pareto Principle)
3. Of the customers who register a complaint,
between 54% and 70% will do business
again if their complaint is resolved. That
figure goes up to a staggering 95% if the
complaint is resolved quickly.
Customer Service Statistics
4. The average customer who has a problem
with your company will tell 9 to 10 other
people about it.
5. Customers who complain and have the
problem resolved satisfactorily, will tell an
average of 5 people about the treatment
they receive.
Face your customer directly.
By doing this, you imply that
you are giving your undivided
attention to the conversation.
You are not letting anything
distract you.
Lean forward the customer.
This again implies to the
customer that you are giving
your undivided attention. When
leaning forward, however,
avoid invading the customer’s
intimate space.
Openess in your posture. Do
not cross your arms or legs.
This implies that you are
holding something back. By
portraying an open posture you
imply to the customer that you
are open to his/her concerns
and needs.
Watch the customer. Maintain
good eye contact – about three
to seven seconds at a time. Do
not stare. Staring can intimidate
a customer. But do not let your
eyes shift back and forth. This
makes it seem like you are avoiding
eye contact, which implies that you
are have something to hide.
Energize your listening. Do not
sit or stand rigidly. Let the customer
know that you are paying attention
by smiling or frowning at appropriate
times, by nodding your head, or by
using simple responses, like “uh-huh,’’
“mmmm,” and “then?” These response
are called response modalities.
They show a customer that you are
listening, and they encourage the
customer to continue.
Relax while you listen. Avoid
showing tension. Sit casually.
Smile when it is appropriate.
These actions will help your
customer relax and make him
or her more likely to be open
with you.
Flower
Try to keep the following ideas
in mind whenever you listen to
customer:
1. Remember, you are now a
listener. Focus on what the
customer is saying. Think
about what the customer is
saying and try to understand
it while you are listening
2. Do not waste your listening
time rehearsing your response.
You will probably misunderstand what the customer is
saying. (You can, of course,
take notes so you would not
forget important points)
3. Let the customer speak. Do
not interrupt. Do not compete
your speaking time. You will
have your chance to speak.
Interrupting a customer is the
same as saying, “What you are
saying is not important. Besides
I am so superior. I can take care
of your situation without even
hearing what you have to say.”
4. Do not take adversarial role.
Do not get defensive. Do not
look for weaknesses to attack.
remember, no one ever won an
argument with a customer.
Even if you win, you lose.
5. Do not take negative
comments personally. When
customers are upset or have
complaints about something,
they are usually upset about
the whole situation. You are
just the person they are talking
to.