Six Cardinal Rules of Customer Service

According to Nancy Friedman, president of The Telephone Doctor®, in the Small Business Marketing Idea-Letter, "The best weapon for a small business against the BIG guys is customer service. It’s that simple."

Here are The Telephone Doctor’s® "Six Cardinal Rules of Customer Service." Following them will make your day—and, more importantly, your customer’s day.

Cardinal Rule #1: People before Paperwork
When someone walks into your place of business or calls you while you’re working on something, drop everything for that person. Remember, paper can wait…people should not. We have all had the experience of being ignored as a customer. Let’s not be guilty of that same sin.

Cardinal Rule #2: Don’t Rush Customers
Sure, you may understand something perfectly, but rushing the customer along will only make him or her feel intimidated. Take it easy. Slow down. Remember, speed is not success! Trying to be "done" with a customer as quickly as possible will be viewed as rude and uncaring behavior. Take your time with each and every contact.

Cardinal Rule #3: Avoid Company Jargon
Ever receive a report from a company—and not understand it? Some companies use jargon that would baffle the CIA. Be very careful not to use your own company jargon on your customers. You and your employees may understand it very well, but the customer may not. Spell things out for your customers. Don’t abbreviate.

Cardinal Rule #4: Don’t Be Too Busy to Be Nice
True, everyone’s busy. That’s what it’s all about. (What’s worse than being busy? NOT being busy!). But being busy does not give anyone carte blanche to be rude. Remember that old saw, "You meet the same people going down as you do going up." They’ll remember you, for better or worse.

Cardinal Rule #5: Don’t Forget to Say "Thank You" and "You’re Welcome"
"Uh huh" is not "Thank you." "There you go" is not "You’re welcome." We need to remember that "Thank you" and "You’re welcome" are beautiful words. Customers cannot hear them too often.

Cardinal Rule #6: Be Friendly Before You Know Who It Is
The Telephone Doctor motto is "Smile before you know who it is." It will earn you many classic customer service points. The customer needs to know you want to work with him. Remember, sometimes it’s too late to smile and be friendly after you know who it is.

For more information: Nancy Friedman, President, Telephone Doctor®: 314-291-1012; www.telephonedoctor.com
Barry Thomsen, Publisher/Editor, Small Business Idea-Letter: idealetter@aol.com or 877-700-1322.

To learn more, consider the following AMA seminars on customer service:

• Customer Service Excellence: How to Win and Keep Customers
  
• Managing Superior Customer Service: How to Position Your Department as a Profit Center
  
• Customer Satisfaction Measurement