The Do’s and Don’ts of Customer Service
A recent bad customer service experience inspired me to write this post – the reality today is that customer service can either make or break your business. Here at TheCodeFactory we feel that helping customers should be the number one priority of any business.
As a customer funded business, providing an amazing customer experience is especially important to us. In fact, “how can we help?” is the mindset all of our team members live by because we want to make sure we are always doing everything we can to make the lives of our customers easier.
Here are a few customer service do’s and don’ts we live by, along with some real life examples:
Do…make sure your customers feel like you genuinely care about them.
The Ten Spot beauty bar follows up after every single appointment with a quick 1-10 rating and comment box to give their customers a chance to provide feedback while the experience is still fresh in their mind. Then, they send a personalized follow up based on the specific feedback provided – amazing!
Don’t…make your customer feel like they are inconveniencing you.
When my photos got mixed up with someone else’s at a photo print center and I alerted the person on staff to the error, they told me I couldn’t reasonably expect them to go through the photos and make sure they were sorted properly. Umm…isn’t that in the job description!?
Do…go above and beyond for your customer.
My household recently subscribed to DAZN so that we can watch the NFL broadcasts this season. During opening night, they had some technical difficulties with the audio broadcast, so they gave everyone an additional free month on top of the 30-day trial as an apology. Now we look at them in a very positive light, and the opening night snafu is all but forgotten!
Don’t…send replies to customer inquiries or feedback from a no-reply email address.
This is actually the situation that inspired this post, because it made me feel even more upset than I already was. If you’re not willing or open to having a dialogue about the situation, why even offer the option for your customers to contact you?
While we always recommend checking in frequently with your customers to prevent any potential issues before they occur (a la Ten Spot), sometimes things will occur that are outside of your control – this is just a fact of life (we feel you, DAZN!). However, there is always a way to turn the situation around and make an unhappy customer happy. Take advantage of that opportunity to turn a frown into a smile, because people will share the story of how you fixed their problem instead of the story of the problem you caused them.
Have you had any positive or negative customer experiences?