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YOU’RE FIRED!

We promote Good Customer Service at all times, however, we cannot overlook the fact that in all businesses across all industries you will find a certain group of Customers that seem to bring out the worst in you i.e BAD Customers.

Sometimes the art of providing Good Customer Service requires you to FIRE a Customer. Below we have listed a few different types so that you can identify and decide whether or not it is viable to keep them on your database.

 

need-to-fire-your-financial-advisor

– Prolonged Payer – From the first invoice you submit to their accounts department you are faced with roadblocks. Late Payment and Non Payment is a definite reason to FIRE your Customer!

– Chronically Complaining and Overly Demanding – In this Customers mind you will never be able to jump as high or offer as low a price according to their demands. They refuse to value the Good Customer Service you offer and ALWAYS expect more. FIRE your Customer!

– Time, Time, Time – Your time means everything to this Customer and he/she will make sure you are concentrating on their every whim 24/7 via Emails, Telephone Calls, Faxes, Texts, Meetings etc. This Customer wastes your time which could be spent on other Customers so FIRE them!

– Deadline Dancer – No matter how many times you proactively inform this Customer of the information you require in order to meet a deadline on their behalf, they will always wait until the last hour to submit and then expect you to work extra hard to complete the project. This Customer does not respect your advice nor time constraints and should therefore be FIRED!

– Liar Liar, Pants on Fire – This Customer will continuously ask you to lie for them. No need for us to elaborate further on this, get FIRING!

Once you have decided to FIRE a Customer ensure that all the documentation, records, outstanding orders / projects are up to date so that you can hand it to them and further avoid any uncomfortable contact. It is advisable to give a referral to a prospective provider, however, make sure you choose someone that will be able to handle your Customer’s Personality if at all possible.

WORDS OF WISDOM

Here is a list of our favourite Customer Service related quotes. We give a copy of this list to all of our Clients to help keep them inspired. Enjoy!

To my customer. I may not have the answer, but I’ll find it. I may not have the time, but I’ll make it.
– Unknown

If we don’t take care of our customers, someone else will.
– Unknown

Treat every customer as if they sign your paycheck…because they do.
– Unknown

Your customers expect your entire operation to revolve around them – SAP Ad

Here is a simple but powerful rule -always give people more than what they expect to get.
– Nelson Boswell

There’s a place in the world for any business that takes care of its customers–after the sale.
– Harvey MacKay

Be everywhere, do everything, and never fail to astonish the customer – Macy’s Motto

The quality of our work depends on the quality of our people.
– Unknown

Do what you do so well that they will want to see it again and bring their friends.
– Walt Disney

Washrooms will always tell if your company cares about its customers.
– Unknown

If you don’t genuinely like your customers, chances are they won’t buy.
– Tom Watson

Common sense is of paramount importance in business and customer service.
– Unknown

In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away.
– Doug Warner

Never underestimate the power of the irate customer.
– Joel Ross

There are no traffic jams along the extra mile.
– Roger Staubach

To my customer. I may not have the answer, but I’ll find it. I may not have the time, but I’ll make it.
– Unknown

S-U-R-P-R-I-S-E! EXCEED EXPECTATIONS!

How can YOU take that extra step of service? It could be to work towards satisfying Customer Complaints or to learn how to get difficult Customers on your side. Taking that one extra step towards providing quality Customer Service is a key ingredient when exceeding expectations, for eg :

Ticket Agent :        “Would you like me to select a seat for your return flight now? “
Salesperson :          “I’ll deliver it personally this afternoon.”
Night Nurse :          “Since you are awake, let me find you something to drink.”
Waitress :               “May I bring extra glasses so you can try both wines whilst deciding?”
Hotel Clerk :           “May I call a taxi for you?”
Car mechanic :        “Since your car may take longer than planned, may I give you a lift home?”
stephanie-fierman-on-comcast-customer-service
76% of the South African General Public EXPECT to be disappointed within the Customer Service Field. They EXPECT to be treated unfairly and they EXPECT a fight. Learn to EXCEED their EXPECTATIONS and you have a Customer for life!

BACK TO BASICS

How far back does Customer Service training go, or supposed to go?
Do you remember the first time you went to a bank to open an account on your own, or your first paperwork application form fill out? As daunting as the big bright world seemed then, it was exciting to feel independent, yet terrifying at the same time as immaturity set in.
Now imagine a bank that had a “First Timer” department, or perhaps a Doctors Office providing a “First Time Young Patient” application form, the accounts departments staff would be a lot happier don’t you think?
Matriculants are taught in their final year to start planning for their future, they are taught to think about furthering their studies or to start casual employment to gain experience, yet no one sets out to teach them how to open a bank account, or how to write a CV correctly. Our education system does not allow for them to be taught the basic rules of an interview process, yet we expect them to become stellar waitron staff and offer superb Customer Service at our Local Spur. How??
We teach our young children to be polite, to say thank you and please, to be respectful and have well kept manners at all times. Sounds alot like Customer Service to me???? Yet once they are thrown into the big world at the age of 18 we leave them to fend for themselves whilst expecting them to actively represent restaurants/coffee shops/hotels as “cheap” labour due to their lack of experience.
Business owners then become impatient due to the amount of Customer complaints and fire these youngsters. Great, another person added to my personal Tax contribution. So how can we change this?  Simple :
–  During an interview process with an 18 -20 year old, actively discuss your Company’s Customer Service Standards and Policies, explain in detail why Customer Service is important to you and allow them to ask any question.
–  Once you have hired an 18-20 year old allow them to attend a new employee orientation meeting – talk about the Company history, assign them to a “training/shadow” partner, and communicate to them who your heroes are. End your meeting with a discussion on what NOT to do i.e Lateness, abuse of Company Telephone etc.
This will be the 1st of many steps in successfully training them within Customer Service and will set the tone for their future dealings with customers and colleagues alike.
Contact our team today via portelizabethhorizon@gmail.com to receive further Customer Service related tips and hints.