10 Steps to Successful Customer Service

Kamin, Maxine
September 2010
10 Steps to Successful Customer Service - Business Book Summarie;9/1/2010, Vol. 1 Issue 1, p1
Book Summary
Book summary
Customer service is based on a trusting relationship between customer and business. Clients come to customer service representatives with a need. Great service staff will be able to deal with these needs no matter how angry or confused customers are. Step One: Identify Service Motivation and Mission. Customer service employees can best serve customers when they recognize their own passions and apply them to their line of work. Step Two: Define Great Service for Your Organization. Businesses can wow customers through customer service add-ons, but staples like honesty and efficiency are always effective. Step Three: Form Great Relationships. Relationships are built on reciprocity, so customer service staff should be willing to give value and gifts to make up for customer issues. Step Four: Building Trusting Relationships that Last. Trust is variable, but companies can build connections with customers through listening well and asking in-depth questions. Step Five: Use the Law of Attraction—Be Positive. Customer service members should use cheerful and positive language to avoid fights with customers before they begin. Step Six: Aggressively Solve Problems—the Bigger the Better. Staff members give excellent service when they are able to understand a problem, research it, and offer customers several different solutions. Step Seven: Recover from Mistakes Gracefully. Mistakes will occur, but skilled customer service representatives are able to apologize to the customer no matter what went wrong and repair the damage caused. Step Eight: Give Customers and Yourself a Break. People have different types of personalities and different ways of learning. Service staff should be able to change tactics based on the personality of the customer. Step Nine: Keep it Cool When Things Get Hot. Angry customers are difficult to deal with, but customer service members should respond with assertiveness and empathy. Step Ten: Be Your Own Best Customer. The best customer service staff take care of themselves as much as they take care of customers. Business Book Review® • Copyright ©2010 EBSCO Publishing Inc. • All Rights Reserved


Related Articles

  • A fresh perspective. Hughes, Carl // LP/Gas;Oct2009, Vol. 69 Issue 10, p35 

    The article focuses on evaluating retail propane marketers' customer service in the U.S. It notes that inorder to determine the effectiveness of one's customer service, it is best to ask the customers' opinion regarding the service rendered. It mentions that what customers need in their service...


    The consumer dissatisfaction subject is still interesting and challenging for conducting academic research and therefore in this paper efforts are made to find out the possible cause of consumer dissatisfaction and the reasons why consumers are enduring the dissatisfaction. The study was...

  • BUILDING CUSTOMER-FOCUSED ORGANIZATIONS IN BRITISH COLUMBIA. Marson, Brian // Public Administration Quarterly;Spring93, Vol. 17 Issue 1, p30 

    This article discusses the process of building a customer-focused culture in five British Columbia (B. C.) public agencies: Office of the Comptroller General, B. C. Systems Corporation, B. C. Pavilion Corp., B. C. Government Agents Branch and B. C. Parks. These five agencies were chosen to...

  • ORGANIZATIONAL LEARNING AND DYNAMIC MARKETING CAPABILITIES: IMPLICATIONS FOR ORGANIZATIONAL PERFORMANCE. Foley, Linda M.; Vorhies, Douglas W.; Bush, Victoria D. // AMA Winter Educators' Conference Proceedings;2005, Vol. 16, p138 

    Increasingly, the dynamic capabilities view is being utilized as a favored approach to understanding a firm's competitive advantage. The dynamic capabilities view builds on the previous resource based view of the firm by supplementing its strengths while simultaneously recognizing its weaknesses...

  • Don't grow complacent when your customers are 'satisfied'. Shermach, Kelly // Marketing News;5/20/96, Vol. 30 Issue 11, p7 

    The article discusses the importance of customer value management on Matrixx Marketing Inc., in addition to customer satisfaction in the U.S. Customer value management measures quality costs of product or service and usage and image in the marketplace. Barry Maners, director of the research...

  • A Model for Statewide Evaluation of a Universal Positive Behavior Support Initiative. Childs, Karen Elfner; Kincaid, Don; George, Heather Peshak // Journal of Positive Behavior Interventions;Oct2010, Vol. 12 Issue 4, p198 

    Several statewide evaluations of Tier 1/Universal Level Positive Behavior Support (PBS) implementation efforts have been conducted, adhering to the evaluation template developed by Horner, Sugai, and Lewis-Palmer in 2005. Building on these examples, Florida's Positive Behavior Support Project...

  • Delays and the Dynamics of Service Evaluations. Taylor, Shirley; Claxton, John D. // Journal of the Academy of Marketing Science; 

    In this study, we examine the stability of evaluations and relative importance weights in linear compensatory service performance evaluations when customers are delayed. We postulate that even within one specific service, a consumer's evaluation model may differ depending on the service...

  • STAR AGENT Don Sandgrove.  // Travel Trade Gazette UK & Ireland;6/22/2007, Issue 2772, p40 

    The article narrates the observation of Don Sandgrove concerning the customer service of Travel Consultants in Great Britain. He emphasizes that he was satisfied with the way the consultant approched him as he entered the shop. He says that he was offered to sit down and provided with brochures....

  • Are consumers getting good service in-store?  // Cabinet Maker;1/26/2007, Issue 5522, p22 

    The article cites the Cabinet Maker Research Survey about the level of customer service in house furnishings retail stores in Great Britain. Results of the survey concluded that 64% of the total respondents rated the industry's customer service as good or better. Graphical presentations and...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics