Lessons in Customer Service

Lessons in Customer Service

Don’t laugh, but do you know what I love? When I check into a hotel and the toilet paper is all neatly folded into a triangle. It’s simple, but such a delightful little surprise.

It doesn’t matter if you are the head honcho of some big company or the leader at an office built for one. No matter the size of your company, everyone can use some gentle reminders or some fresh ideas.

Maybe it’s time to build your own repertoire of unique surprises!


Most of us have heard of the K.I.S.S. principle (Keep It Simple Stupid). Many would argue that “keeping it simple” may be the smartest decision ever when it comes to customer service.

Yes, it can be as simple as folding toilet paper or as plain as the mission statement stenciled on your wall.

Zappos, well known for their excellent company culture and the positive way they approach customer service believes it starts with their plain sailing mission statement, “To provide the best customer service possible.”

It doesn’t have to be complicated. Really.

Ways to Do it Right

We can all learn a little something from Uber. They have upgraded the experience of hailing a taxi for a ride and tried to made it easier. Customers utilize an app that is simple, straightforward and easy to use. Customers are loyal and love the simplicity of the service.

In this digital age we live in utilizing an easy app or software tool can be the quickest way to your customer’s hearts. Let’s say you’re an accountant, you probably are going to want to provide suggestions for the latest and greatest accounting tools for your customers. Most people are grateful for any possible way to ensure doing your taxes can be uncomplicated.

There are endless examples of ways to do it “right” and “keep it simple”.

Tools of the Trade

So what are the optimum tools for succeeding at great customer service?

Let’s start with the obvious, well trained employees.

You’re probably going to get lucky along the way and some will come to your company already skilled in the ways of customer service, just like a Jedi Master. It’s still vital to train everyone and make sure they are on the same page, embracing the company’s mission and beliefs.

It’s been reported that hiring managers are placing increased emphasis on emotional intelligence when hiring new employees. They are looking for those that can remain calm under pressure, resolve conflict effectively and lead by example.

So with emotional intelligence we should also be looking at patience. There are always going to be those “difficult” customers, but staying calm, cool and collected will help them feel more respected. Zappos went down in history back in 2012 when a single representative completed a successful customer service call that lasted 10 hours and 28 minutes. Don’t panic, it led to a positive resolution for the customer and the sale of a pair of Ugg boots.

Let’s be honest, most aren’t going to get caught up on a ten hour call but still you can easily come to the conclusion that communication skills are key. Being authentic and utilizing positive language while ensuring your customers understand what you are saying it vital to providing good customer service.

Along with that product knowledge is paramount. Employees can’t sell the product if they don’t understand it. Ensure that employees are well versed on the services and products that your company provides. Just remember to only share with your customers the knowledge they are looking for, not everything in your brain that you can recall. They didn’t come in or call for a lecture series.

Last but not least…say Thank You. Yes, it can be that simple.

C.A. Newberry

Written by C.A. Newberry

C.A. Newberry is fascinated by diverse topics and believes in the power of continued learning. Her varied background includes event coordination with much of her time spent completing “whatever additional duties the job required”. March through October you can find her at the ballpark. Connect with her on Twitter.
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