Customer Service: Must Do = Ronin Studios Top-10

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Customer Service: Must Do = Ronin Studios Top-10

scott sakamoto, remove all barriers, customer serviceCustomer Service
Skills That Matter

First, before we get into our Top-10 Customer Service Must-Do List, I cannot stress how important it is that you’ve given yourself and your Business a Platform from which to Broadcast your “Message”. The “Message” of course is what your Business “Does and Provides” in the form of Products, Services or Information) to and for your Customers.

Ronin Studios Top-10 Customer Service Skills

Customer Service ?
Customer service is the provision of service to customers before, during and after a purchase. “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.1

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1. Patience

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  • I have to admit, this is not one of my strong attributes, but just because I don’t possess patience doesn’t mean that I can’t appoint this to someone on my Team who excels at being patient
  • Patience is important to customers who contact you for support when they are confused and frustrated and probably feeling vulnerable = Take Care of Them = that’s what Customer Service is!
  • Take the time to truly figure out what they need (different from what they want)
  • YOur Customers would probably (hopefully) appreciate competent service than be feeling rushed out the door (Note to “self” = work on this)
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    2. Attentiveness

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    • I have to admit, this is not one of my strong attributes, but just because I don’t possess patience doesn’t mean that I can’t appoint this to someone on my Team who excels at being patient
    • Patience is important to customers who contact you for support when they are confused and frustrated and probably feeling vulnerable = Take Care of Them = that’s what Customer Service is!
    • Take the time to truly figure out what they need (different from what they want)
    • YOur Customers would probably (hopefully) appreciate competent service than be feeling rushed out the door (Note to “self” = work on this)
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      3. Good Communication Skills

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      • “Mumblers” and “Ramblers” = Listen Up and Stop It!
      • Great; find out more about your customers, but Get to the Root of Your Customer’s Problem FAST!; Your Customers don’t need your life story or to hear about how your day is going = It’s about THEM..
      • When communicating important points = Be VERY clear and Keep it Simple and leave nothing to doubt.
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        4. Know your Stuff: Product, Service or Information

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        • Your best Font-Line Customer Service Reps will have good knowledge and understanding of how your product, service or information works.
        • Your Customer Service doesn’t need to know how to build “whatever” from scratch, but they should know your product, service or information that you distribute from front-to-back, or, they won’t know how to help customers when they run into problems.
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          5. Use Positive Language

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          • Your ability to control your conversational patterns can truly go a long way in creating happy customers = think Jedi Mind Meld.
          • Language and Tone are important parts of persuasion, and people (especially customers) create perceptions about you and your company based off of the language that you use. I try to work on this constantly, because as I mentioned in an earlier article, we don’t always fire on all cylinders and this is when our weaknesses will expose themselves = let’s try to avoid this from happening.
          • Small changes that utilize “positive language” can greatly affect how the customer hears your response…
            • Without positive language: “I can’t get you that product until next month; it is back-ordered and unavailable at this time.”
            • With positive language: “That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse.”
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              6. Time Management: With an Eye on ROI

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              • Do you know when that moment is when you recognize that you Cannot Help your Customer any further = You NEED To!
              • Don’t waste time trying to go above and beyond for a customer when it isn’t going anywhere
              • Use your Positive Language instead
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                7. Be Focused and Stay Focused = All Day Long

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                • Customer Service is you Lifestyle = Why Not!
                • So say it; you are now Mindful of Customer Service everywhere you go = This is your new Personal Brand = Why Not!
                • Be ready to Wow!
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                  8. Work Ethic

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                  • Call it what you want, a great work ethic and willingness to do what needs to be done (NO Shortcuts) is important when providing The Kind of Service that People Talk About = Remarkable. = Being Worthy of Comments from Others
                  • So say it; you are now Mindful of Customer Service everywhere you go = This is your new Personal Brand = Why Not!
                  • Extra effort will come back to you ten-fold = Never “Cheat” your customers with lazy service
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                    9. Close the Conversation

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                    • I know confusing = this is not about closing “Sales”, but knowing when to end the conversation with confirmed satisfaction (or as close to it as you can achieve) with the customer feeling that everything has been taken care of (or will be) = Confidence in your Product, Service or Information.
                    • Be sure to take the time to confirm with customers that each and every issue they had has been satisfactorily resolved.
                    • Your willingness to do this shows the customer 3 very important things:
                      • That you care about getting it right
                      • That you’re willing to keep going until you get it right
                      • That the customer is the one who determines what “right” is.
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                        10. Continue to Learn

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                        • Look, if you’ve really read this far, then you’ve probably learned something new = it’s that easy.
                        • Those who don’t seek to improve what they do, whether it’s building products, marketing businesses, or helping customers, will get left behind by the people willing to invest Time into improving their skills = It’s called “Practicing Your Craft”.
                        • Wether you realize it or not, especially if you’re already utilizing the wonderful World Wide Web, we are at ground-level with this awesome new tool. I am amazed at the number of small business owners who are not taking advantage of this democratizing Internet Marketing Tool.

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