That probably sounds a little too technical doesn't it? Does it even make sense? How can physics relate to customer service? It's very, very simple. Every single customer service action can and will lead to a customer reaction. Whenever you deal with a customer service issue, big or small, there will be an outcome. That outcome can be hugely satisfying for both you and your customer or it can be a total nightmare that ends in legal action. The choice is entirely yours. You have TOTAL control over the outcome. We can forget at times that unless we put positive energy into an experience then it's very difficult to get a positive result from that same experience. What I mean is this. If you're snappy, sarcastic and arrogant with customers then you're creating a lot of negative energy in that customers experience with you. How can you possibly expect a positive reaction from the customer? Do you expect positive feedback or good word-of-mouth advertising? Absolutely impossible! If you treat your customer like a human being, speak to them on their own terms and with empathy, compassion and understanding then what would you expect the outcome to be? Of course the customer will think your company is the greatest thing since sliced bread. They'll become a repeat customer AND tell their friends. Your word-of-mouth advertising will be strong and spread rapidly. In short you've taken a step towards building a successful business. The shocking truth is that most companies do not understand this basic rule of customer service. They allow their staff to be rude to customers and then stand there scratching their heads wondering why people don't buy from them any more. They hire people managers who treat the employees badly. The employees then treat customers badly. Again the business owner/manager/director stands there scratching their head wondering why they've just gone out of business. Every negative customer service action will have a negative reaction Every positive customer service action will have a positive reaction. It really is that simple. Put this into practice in your business today. |
