Customer Care Tips . Info (tm) - The Physics Of Customer Service

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Customer Service in Your Home Based Business - It Can Make or Break You
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Customer Service: Stop Sabotaging Your Customer Relationships
If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions." Now don't get me...Continue

Good Customer Service - Would you like fries with that?
We all like to be treated with good customer service -- respect and kindness -- when receiving services or purchasing products, but how many of us are conscious of our own attitude and body language when the roles are reversed and we are the...Continue

Mystery Shopping - Mysterious Way To Improve Customer Care
Performance analysis and mystery shopping is crucial for any modern business. It is an important part of improving quality of service and enhancing sales so that the business progresses and rules the market. The company that proves its competence gains...Continue

Putting The "Service" Back In "Customer Service"
The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation? Today, finding customer support is as simple as writing...Continue

What's The Customer Service Buzz About Your Business?
Small Business Q&A with Tim Knox If you're a regular reader of this column you know that my number one pet peeve is bad customer service. Nothing chaps my backside more than paying hard-earned money for a product or service only to have the provider of said...Continue

The Physics Of Customer Service

That probably sounds a little too technical doesn't it? Does it even make sense? How can physics relate to customer service? It's very, very simple.

Every single customer service action can and will lead to a customer reaction.

Whenever you deal with a customer service issue, big or small, there will be an outcome. That outcome can be hugely satisfying for both you and your customer or it can be a total nightmare that ends in legal action. The choice is entirely yours. You have TOTAL control over the outcome.

We can forget at times that unless we put positive energy into an experience then it's very difficult to get a positive result from that same experience. What I mean is this. If you're snappy, sarcastic and arrogant with customers then you're creating a lot of negative energy in that customers experience with you. How can you possibly expect a positive reaction from the customer? Do you expect positive feedback or good word-of-mouth advertising? Absolutely impossible!

If you treat your customer like a human being, speak to them on their own terms and with empathy, compassion and understanding then what would you expect the outcome to be? Of course the customer will think your company is the greatest thing since sliced bread. They'll become a repeat customer AND tell their friends. Your word-of-mouth advertising will be strong and spread rapidly. In short you've taken a step towards building a successful business.

The shocking truth is that most companies do not understand this basic rule of customer service. They allow their staff to be rude to customers and then stand there scratching their heads wondering why people don't buy from them any more. They hire people managers who treat the employees badly. The employees then treat customers badly. Again the business owner/manager/director stands there scratching their head wondering why they've just gone out of business.

Every negative customer service action will have a negative reaction

Every positive customer service action will have a positive reaction.

It really is that simple. Put this into practice in your business today.

About the author:

The author of this article, Niall Roche, has taught thousands of people all over the world in customer service and IT skills. You can learn more about what he teaches at http://www.customerservicecrazy.com and also learn more about his newly released video tutorials on customer service and dealing with difficult customers.