You’re probably thinking that providing quality customer service is incredibly obvious. We agree. However, we’ve all received less-than-amazing customer service many times over in our lives, haven’t we? Be better than that.
Much goes into customer service: a friendly attitude, willingness to help, speedy responses, quality products…the list goes on. All of these things are super, mega, ultra important! Another—arguably even more important—part of quality customer service is not how you treat people when everyone is happy, but rather how you treat them when something has gone wrong.
If you’ve established a positive relationship with a customer, chances are good that if you mess something up, as long as you correct the problem and have a sincere attitude about it, you’ll not only salvage that relationship but potentially make it even stronger.
The Argyle Octopus team is almost perfect, but we are still humans. We make mistakes. When we do make a mistake, we own it. We own it, then we fix it. There is a reason we call ourselves Customer Champions. On the rare occasion that our customer is not entirely satisfied with their set of business cards, or when we know we haven’t provided the level of quality we are capable of, we reproduce the order—on us. A customer of ours once relayed a story to us about their interaction with a different service provider. They told us that the product they had ordered came to them completely unusable. They were told by the service provider that they would not be charged any money for the order. But, that didn’t help them. That didn’t solve the problem. This is a perfect example of customer service falling short. The provider owned the mistake, but they didn’t fix it.
To wrap it up: be a champion for your customers, do what you say you’re going to do, and if you make a mistake, fix it! All it takes is care, sincerity, promptness, and a little humility.
How do you provide amazing service to your customers or clients?