Comments on: 9 Ways to Deliver Common Sense Customer Service

By: Hilary

Hilary — Sun, 18 Oct 2009 10:51:26 +0000

Hi Phil .. absolutely agree – I’d add one that I find really irritating – people speak too fast, and don’t consider you, as you listen to what they’re saying – eg if leaving a message on your phone .. as a customer you shouldn’t have to decipher that message – it’s hard work .. and unnecessary – your job is to provide your customer with the easiest way for you both to communicate.

Don’t be over slow either – that’s terrible too! But speak clearly, leave a succinct message, leave your name and your phone no – so people know what to do re the message.

Thanks – Hilary Melton-Butcher
Positive Letters Inspirational Stories

By: David Zinger

David Zinger — Wed, 14 Oct 2009 03:58:33 +0000

Phil,

You know how to make customers great. I agree with Rosa, this should be not just required reading but a code of conduct.

David

By: Shelley Elmblad

Shelley Elmblad — Tue, 13 Oct 2009 11:35:14 +0000

Ah, yes…these tips brought me back to my first jobs. I’m not even sure I had to be taught most of these tips because of how well the customer was treated “back in the day”; it was the norm to be polite, helpful and to find solutions to problems. There are and always have been great customer service people but, for years the customer with a complaint was often brushed off and ignored or treated like they were a pain in the posterior. I would welcome the return of a society where customers (and even non-customers) are treated with courtesy and respect. Thank you for reminding me of why these 9 tips work.

By: Phil Gerbyshak

Phil Gerbyshak — Sun, 11 Oct 2009 13:32:22 +0000

Utpal – I like #8 too, though it’s the hardest one to teach people, customers and service providers alike. I’d rather have someone tell me, and let me try to fix stuff, than have them grumble to 10 friends and never let me know.

Rosa – You are so right. Loving your customers is best done face to face, though a warm e-mail or comment helps when you’re miles away from your favorites.

Jeanne – I’m a dreamer too, and yes, I’d LOVE to extend this to the world. Let’s hope folks get it, one way or another.

GP – Been a LONG time friend. Thanks for stopping inn.

Service without a customer -> a moot point. Fantastic! Thanks

By: gp

gp — Sun, 11 Oct 2009 02:19:13 +0000

yup! This could also be dubbed the “innkeeper’s creed”… without the customer… service is a moot point

By: Jeanne Male

Jeanne Male — Thu, 08 Oct 2009 19:47:57 +0000

I’m on-board with you and Rosa, Phil. You can say I’m a dreamer… but I would extend this list to remedy some of the ills of the general population. How much less stress and strife would we experience if only people would approach one another with an attitude of service instead of self-serving agendas.

By: Rosa Say

Rosa Say — Thu, 08 Oct 2009 19:34:07 +0000

This is excellent Phil, EXCELLENT. It should be required reading for every customer service person in the world, and I will do what I can to help you take this one viral!

In today’s world, your #2 really has gotten sadly neglected: We need to get our faces out of our screens, both large and small, and be more present for the people who are around us. A screen or gadget cannot love us back, and make us a fraction as happy as another person can.

By: Utpal Vaishnav

Utpal Vaishnav — Thu, 08 Oct 2009 19:14:08 +0000

Great post, Phil.

Apart from all other great ones, I liked #8. Complaints are in fact real opportunities… Opportunities to create a foundation based on which you can build your dream business.

Working “on” business rather than working “in” the business is more important I believe.

Cheers!
Utpal