Customer Support

Use your ears to begin good customer service

No. #1 of the Top Five Things Businesses Should Do to Piss Off Their Customers

NOT LISTENING TO YOUR CUSTOMER It’s so simple yet it’s not. Listen to your customer – every word, every inflection, and every bit of emotion. Listening is about understanding your customers’ concerns, noting their perceptions and being aware of their tone. Are they just being polite when really they’re frustrated?  Are they shy or introverted where …

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The first point of contact is acknowledgement

No. #2 of the Top Five Things Businesses Should Do to Piss Off Their Customers

DON’T ACKNOWLEDGE ME Effort goes a long way. Customers are very, very patient and understanding if they feel like they’re shown some respect and recognition. How best to do that? Staff needs to make sure they show their customers that they know they are there. Even if you are busy, on the phone or with …

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Smiling is the best way for staff to connect with their customers

No. #3 of the Top Five Things Businesses Should Do to Piss Off Their Customers

DON’T SMILE What ever you do, don’t look like you’re enjoying yourself. Don’t give any impression that you want to be there, helping me. Smiling is the single best way to connect with your customers. And yes, we can tell if you are smiling over the phone too. Every chance you get to interact with …

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Making eye contact is a vital part of customer service

No. #4 of the Top Five Things Businesses Should Do to Piss Off Their Customers

DON’T LOOK AT ME I have actually had an experience at a bakery where I picked out what I wanted, told the staff which one, paid for it and left without a single gaze of the eyeballs. Hey, I’m not that bad looking. Make eye contact. It works on dates. It works in job interviews. …

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