What Does Good Customer Service Mean To You

Whether you work in a retail shop or a restaurant, a doctor's office or a bank, customer service is one of your most important tasks. Regardless of your industry, if your customers aren't happy, your business won't be successful — customers are at the heart of everything you do. That's why it's important for all employees, from entry-level to the top level, to focus on improving customer service skills with every transaction or interaction, even if they don't work directly with the public.

Patience

More than anything else, if you're working with customers, you're going to need patience. Some customers require more of your time and want to tell stories, ask questions or learn more about products and services. Some test you with rude behavior. No matter the situation, remaining patient to the end is a must.

Communicating with customers in a clear manner is important, and you need to learn how to do it both orally and in writing. Speak clearly, be straightforward and actually listen to a what a customer says so you can respond to it. Learn how to write and proofread so your letters, emails and other written forms of communication aren't littered with typos, grammar mistakes and misspellings.

Product and Company Knowledge

If you've ever asked employee for information and gotten a blank stare, you know how important it is to know your company and its products and services. Any employee who has worked at a business for more than a couple of weeks should have the ability to answer questions about the business. If you don't know something, quickly find someone who does and make it a point to learn the information while the customer does.

Creativity

Creativity in customer service simply means you need to learn to think outside the box. You may find yourself in a tough situation, and you need to come up with a way to fix it as quickly as possible to keep the customer happy.

Time Management

Time management is an important part of any job, but it's especially important when working with customers. Imagine working in a retail store and having a long line of customers waiting to purchase items or ask questions. Or maybe you work in a place where customers make appointments, and you have to stay on task so everyone receives equal treatment. Finding ways to keep the line or schedule running smoothly without upsetting any customers is key.

Positivity

Positivity is important for two reasons. First, it's important to stay friendly and positive when dealing with customers — all customers, even the grumpy ones. Second, it's important to use positive language when talking to customers. Instead of saying, "We don't have that in stock," you may try saying, "We'll have that in stock next week." The way you say it makes all the difference.

Attentiveness

Attentiveness is something every customer wants, no matter how minor the question or concern. They want you to pay attention to what they're saying, not half-listen while you do something else or your mind wanders. Even if the outcome isn't what they want, most of the time just knowing they received proper attention from an employee makes all the difference.

Empathy

Empathy is the ability to understand what a person is feeling. You can practice it by not making assumptions about a customer or his needs. Just like with attentiveness, your ability to empathize shows that you're at least giving the customer the ability to voice questions and concerns, even if you can't promise the outcome they want.

Flexibility

No two customer experiences are ever going to be alike, and it's up to you to adjust your expectations and realize that. This is where being flexible comes in. Learn to roll with whatever the day brings, whether it's a positive or negative customer experience.

Calming Presence

Last but not least, anyone who works with customers must know how to be the calming presence in the room. You probably already know that not every customer interaction is going to run smoothly and end with a positive outcome. You can expect to deal with your share of unhappy people. The goal is to remain calm in any situation — no matter what.