Eight Ways to Receive Better Customer Service

A look why good customer service sometimes starts with the customer and how you can use your power a consumer (and a bit of old-fashioned kindness) to improve service experiences

Anybody who has been involved with running a business knows the important relationship customer service and customer loyalty. If you want stay in business successfully, you have to your customers and clients feel appreciated and respected.

But even the most established business experts, there is sometimes a disconnect when the service roles reversed. We've all experienced bad service before, have we stopped to think our role in the interaction?

to Ron Kaufman, a New York Times bestselling author has built service cultures within a variety of mega-organizations and founded his management consultanty firm, customer service has fallen a crisis mode and we, as customers, sometimes have to responsibility for our bad service experiences.

“Often, we get poor service we’re poor customers,” says Kaufman. “It’s a two-way street. When we’re rude or impersonal to service providers, we get rude and impersonal treatment . This creates low expectations both sides, which affects our next service interactions.”

So, if bad customer behavior breeds bad customer service and bad customer service, in , breeds bad customer behavior, the cycle inconsideration and negativity can easily become ingrained our culture.

Kaufman believes that the chain can broken if we all commit becoming "service champions," or people who responsibility for uplifting others' experiences they are serving someone else or being served.

"When you are appreciative and considerate customer, service providers will often the extra mile to serve you ," says Kaufman. "But if you rant and pound the table, people may serve you grudgingly, if all."

While Kaufman's philosophy sounds ideal, it can definitely filed under life's "easier said than " label. But maybe a perfect balance service and appreciation can be with a little practice. Check out Kaufman's recommended steps becoming a better customer and receiving superior service:

Be appreciative and polite. Remember, there a fellow human being on the end of your phone call, the receiving side of your email, or just the counter. “Begin each interaction a quick, ‘Hi. Thank you helping me. I really appreciate it,’” advises Kaufman. “This takes about two seconds and can dramatically improve mood of a service provider.”

Get your service provider’s name and use it. You can this short and friendly by first offering your name and asking, “Who am I speaking , please?” Or if you are face-to-face, ask, “May I know your name?” “Once you know it, repeat it a smile in your voice,” says Kaufman. “This creates a personal connection and makes it harder for a service provider to treat you an anonymous account holder or policy number.”

Be upbeat. Many service providers face customer after customer all day . The routine can become tiresome. “When an energetic and smiling customer appears, person often enjoys special care and treatment in ,” notes Kaufman. “What you send out does come . Attitudes—positive and negative—really are contagious.”

Provide information just the way they want it. Many service providers need your data a sequence that fits their forms, screens, and procedures. “Have all your information ready to , but give it in the order they prefer,” advises Kaufman. “Saying, ‘I have all my information ready. Which would like first?’ lets the provider know you are prepared and will easy to work with. The time you take getting everything order will save time in the service conversation, .”

Confirm next actions. Repeat what your service provider promises to . Confirm dates, times, amounts, responsibilities, and commitments. “This helps you move together the service process, catching any misunderstanding and correcting it the way,” says Kaufman. “Be sure you understand what will happen next: what they will do, what you will do, and what both parties have agreed to going forward.”

When appropriate, commiserate. Sometimes service providers let their frustration show. A slow computer, a previous customer, high call volume, pressure a manager, or some unwelcome personal event may upset them. “When you hear an upset tone, be the to soothe it,” suggests Kaufman. “You might say, ‘It sounds like things are tough now. I really appreciate your help.’ This brief moment of empathy can an oasis in their world.”

Show your appreciation. A sincere “thank you” is always appropriate. “If your service provider deserves , give more,” says Kaufman. “A nicely written compliment can make a huge difference someone else’s day, or even career. And who knows? The person you praise today may serve you again tomorrow.

If you want to take showing your appreciation a step , ask the service provider how they’d like to recognized. For example, a realtor might prefer a testimonial her Web site over having you send a complimentary note to her manager. A younger service provider might love if you Tweet about them while an older generation service provider might find more value in a completed comment card. Show your appreciation the way your service providers want to be appreciated; after all, they served you the way you wanted to be served!”

Spread the word. They say a is worth a thousand words, and in uplifting service that’s certainly true. The time you receive uplifting service your favorite coffee shop, at the hardware store, at the post office, you are, ask the service provider you can their picture and then ask for their manager’s name and contact information. “Send the picture to the service provider’s manager a message that reads, ‘This person’s service makes me admire and appreciate your organization.’” says Kaufman. “Expressing your satisfaction to their manager in this way will volumes to the service provider and will inspire not the service you receive in the future, but the service they provide to all their customers.”

“Keep mind that while this advice will help you get better service from service providers, much of it can also be used experience more joy and satisfaction from your relationships with your colleagues, friends, and other loved ones,” notes Kaufman. “What goes really does come around. When you treat someone well, whether it’s your spouse, a vendor work, or the person you meet at the coffee shop in the morning, he or she is more to step up and treat you well, too,” he adds. “We all live and work in a whole world of relationships based service. As you uplift and upgrade the service you provide, the world will uplift you.”


Adapted from: businessreviewusa.com, June 20, 2012.