CUSTOMER SERVICE CORNER: Don’t just oil the squeaky wheel

Posted on February 5th, 2010 by Eli Journals

You’ll put forth a lot of effort trying to please your dissatisfied customers, but but don’t forget to give special treatment to the happy ones too!

It’s human nature: We ordinarily recognize the negativity around us but unfortunately overlook the positive. When you know a customer is unhappy, you generally try to serve him better by going out of your way to find a solution to his problem. But what about the customer who doesn’t have a problem? How can you make your service stand out for him?

Consider the following ways you can add a special touch to your low-maintenance customers so you can be sure to keep them that way:

Give thanks. There are many reasons to thank your customer. You can thank him for his patronage, for his patience or simply for being a wonderful customer. Let him know that you have truly enjoyed serving him; he’ll be sure to remember that.
Give tokens. If your company offers free premiums, be sure to toss one his way. Don’t save all the freebies to console the angry customers; offer them to your docile customers as well. This is another way to thank him for his mild-mannered temperament and will be sure to make him feel special.
Give service. Go out of your way to find something extra that you can do for your easy-going customers. Be proactive, and see what you can help your customer with ahead of time. For example, if your company offers renewable services, let your customer know when his service agreement expires. Ask him if he wants to renew it today or if he would like you to give him a reminder call a few weeks before the date.
Give smiles. You can easily let your customer know you are happy to serve him when you flash a smile his way. Customers despise dealing with unhappy service representatives, just the same way service representatives detest angry customers.
Give help. If you see a customer struggling to open a door or notice a customer who dropped something on the floor, spring into action and assist him. A little bit of help will go a long way in making your customers feel important. So go above and beyond the call of duty and give your customers some extra special treatment today!