How much do you know about your customers? Do you know what makes them happy? Mad? Restless? Let's face it - you should in this customer service geared climate!

Businesses often operate in ignorance of what their customers like or dislike, ignore and abhor. To ensure great customer service and retention, pay attention!

The Customer Service Basics: What Customers Love

When you know them, remember them by name and remember their preferences. To be treated with respect
To feel special to know you're accountable when problems arise
The ability to reach a live voice or person when problems arise

To receive a lagniappe — a little something extra, for their money's worth

The Customer Service Basics: What Customers Hate

 The run-around — and having to repeat one's predicament repeatedly
 Labyrinthine voice mail systems
 Ignorant salespeople
 Apathetic employees
 Being put on hold
 Being left on hold
 Being disconnected after holding
 Poor routing of their phone call to the incorrect person
 Repeatedly hearing how important their patronage is while on hold indefinitely
 Canned e-mail responses that are unresponsive or miss the particulars of the problem
 Sales reps with surly or superior attitudes who are condescending
 Lack of empathy
 Taking customers for granted
 Being nickel and dimed!
 Adhering to the letter of the law as opposed to the spirit of the law

How We Can Win Customer Service Points With Customers

 Exceed their customer service expectations!
 Anticipate client needs even before they do
 Proactively head off problems before they occur
 Advocate for your customers with management
 Provide full service — offering one-stop shopping for myriad client needs
 Make doing business with you fun and easy
 Don't make charge-backs, returns and problems problematic to address
 Grow with your customers
 Treat them like royalty and employ a touch of class in your interactions

Your Next Steps to great Customer Service

 Audit your sales and customer service process; look for ways to streamline both for your customers' convenience.
 Make sure your sales reps know your product lines inside and out.
 Poll your customers to uncover new ways to better customer service.
 Create a marketing plan for keeping in front of your customers: e-zines, ads, invites, demos, sales and courtesy calls, focus groups and other mechanisms.
 Review your returns; look for patterns and trends. Fix systemic flaws in your systems.
 Seek to reward devoted, long-term customers for their loyalty.
 To the extent possible, meet and better acquaint yourself with your customers so they're more than a customer number or account name.

Don't treat customers like strangers. Treat them like beloved family!