Let’s first take a look at what we call “Common Sense” and how it relates to Customer Service for your home business. The first question you need to ask yourself (every day, every call, every e-mail) is this: “If I were customer, how would I want to be treated?” We’ve all probably encountered situations where we have had to deal with a company whose product or service we have questions or even complaints about. What was your experience like? Would you have done it differently on your end? If so, how? Did they show empathy to your situation? These are just some of questions you need to look at when evaluating whether or not you are going to provide “good” or “exceptional” customer service.

If there is a complaint, you can’t be defensive or argumentative. EVER! If there is a question, you better be ready to answer it; or provide customer with a call back time estimation as to when you will have an answer if you need to contact vendor, a mentor, or another company to get answer for customer. Whenever possible, do not simply refer them to another person or department, because that will turn them off. Try to resolve issue yourself first, and if it is something where they in fact do need to talk to someone else, conference them in or transfer them to correct department, along with contact name, business name, etc. Here are some basics, right from “bible” of some of best customer service call centers in world:

Be Courteous: Always answer phone (or an e-mail) in a prompt and friendly manner. For phone calls, always answer with, “Thank you for calling (Business Name); this is (Your Name); how may I be of assistance today?” SMILE when you answer phone. Believe me, person on other line knows whether you are smiling or not on a phone call!! This has immediate effect of disarming angriest customer. They may still be angry, but their defensive lines have already been breached by way you just answered their call.

Gather Information (LISTEN!): Get their name (and then address them by their name); phone number, e-mail address, and product they use. Write it down. It serves as an immediate reference during call, plus allows you to create documentation of whom you have spoken with and when -- especially if you need to call this individual back in future or suspect they may call again.

Empathize: This is probably most important of them all! Show empathy (concern and understanding) about their situation. Whether it is a product question, complaint, billing concern, etc. This is where “The Customer Is Always Right” enters equation. , even if they’re wrong or simply misguided. By listening carefully; repeating back issue to customer; and not being apologetic but concerned, you will establish immediate rapport with that customer and break down any other defensive barriers caller may have. And if you’re still smiling, you can disintegrate negativity and turn this into an educational experience and opportunity for you both. An example of apology vs. empathy:

oApology (not recommended for most situations, shows you are wrong, they are right, and you will never be right again): “I’m really sorry that you are not happy with product. It’s my fault entirely. We’ll do (whatever your resolution is) to get this taken care of. Again, I’m sorry.”

oEmpathy (the right approach): “I completely understand your displeasure with (product). I’d like to do what I can to assist you through this (complaint matter; descriptive, shows you were listening). First, let me make sure I have information correctly (repeat issue, verify, thank them).” Move on to Resolution.

Seek Resolution: I feel it is important to first state a little “disclaimer” as to what you will do for your resolution: it is up to you. The most important thing to remember is that there must be resolution to your customer’s question, complaint, or concern, even if it is a temporary resolution. If you don’t have a way to resolve issue, for good or for short term, you might as well not even take call, because you will lose that customer! This is where we step back to “Common Sense”: Would you remain a customer somewhere where they did all of above and then said, “Well, I really can’t help you.”? What would you do? Hang up? Walk out? Demand a resolution regardless of what they just said?