Print Solutions Magazine

Overdelivering is about adding value to your business through quality customer service. True valuing occurs at the point of customer contact, when the customer first interacts with your company for help or service. If they find the help to be respectful, responsive, accurate, efficient and reliable, then quality service has been achieved. It’s all about “people value”—in this instance, when customers have a positive interaction.

Observe the Golden Rule, “Do unto others as you would have them do unto you,” and put your focus on the points of contact with your customer, whether it’s on the phone or in person. Customers are looking to be treated with care and consideration. They come to you because they need assistance. They want you to know your stuff and help them get the job done correctly and efficiently. It’s fixing the problem, and doing what you say you are going to do when you said you would.

Problem situations truly test your customer service quality. Probably the biggest challenge is dealing with the irate customer, because he is emotionally charged and very concerned about an issue. Anger and frustration are strong emotions and not easy to deal with, so it’s important to listen carefully to the situation and make sure you understand what you are hearing from the customer.

The key is diffusing the tension by showing the person you care, and the real sincerity comes by acknowledging the emotions of the moment. Show empathy, not sympathy—customers aren’t looking for you to feel sorry for them. Sympathy is condescending and often misleading. You want to show your customer you understand where he is coming from in a respectful manner. Stay in control, listen to the facts and gather the information. Begin to develop options for a solution. Take a flexible approach and be adaptable. Get your customer’s name and use it in conversation, and also make sure he gets your name. You make a real connection when two people who know each other by name are working on the same problem. Personal touch goes a long way toward diffusing tension.

If you need help with a challenging client situation, ask for it. Don’t put undue pressure on yourself. Let the customer know you need to check things out, then set a time to call back. Seek the best support possible, and you’ll come to the best resolution for you and the customer.

Apologize for any mistakes made by others, but don’t criticize them. To your customer, you represent the whole organization. If you are critical of those within your company, it will only convince him to avoid using you in the future. Instead, focus your attention in getting the problem resolved, and share any experience and expertise you have to offer. Often, you will enlighten the customer, and he will appreciate your sincerity.

When the conversation is concluded, remember to say thank you. Common courtesy enhances customer service in your customer’s eyes. After all, you want them to remember that you are “The Best!”

Jeff Long is director of manufacturer Graphic Dimensions Inc., based in Atlanta, and president of DMIA.