Everyone is on your payroll to support your customer regardless of his or her title. Several years ago, I wrote a book titled Listen Up, Customer Service. In researching for that book, I discovered the top ten sales and customer service requirements from the customer’s perspective:
- Treat me with respect. I am a customer, not an account number.
- Follow through on your commitments.
- Communicate with me about both the good and the bad.
- Talk to me without interruption.
- Answer my questions quickly … and get back to me when you say you will.
- Provide alternatives when we have a problem.
- Allow me to talk to someone in authority when there is a problem.
- Clearly state what I should expect from you.
- Be an expert about your products and services.
- Be a customer advocate.
People buy from people they enjoy being around. Your company image is important to hitting your customer’s emotions but if your customer has a bad connection with a person somewhere along the way, they will not come back.