Although the increase in small business entrepreneurs is no doubt great for the US economy, the unfortunate aspect is that many companies now regularly participate in unethical or ethically questionable practices under the guise of “customer service.” If you are starting your own business, or already running a small business, this kind of questionable behavior is no doubt going to hurt you in the long run.
Successful companies almost always adopt strict protocol and implement it in all areas of their business, including customer service. The best customer service policy is always to adopt high ethical standards, and practice them exactly.
Customers who consider themselves treated fairly, honestly and properly will return. Customers who believe they have been cheated, lied or abused will never come back. Worse, they will tell others to avoid business because you’re a crook!
best customer service policy is to be honest with your customers. Never make a promise to the customer that you will not be able to deliver on. If you can not do something for a client, there is a good chance you’re going to lose some business. Unfortunately, many small business owners think they can not afford to lose customers, and consequently they are, telling customers that they will do what they know they simply can not. In the short term, companies can make some more money, but long term it is devastating.
When it comes down to it, good morals in customer service may be painful in the short term, but you will avoid problems down the road. If you want to be in business for a while, and thrive, the best mantra phone may not be the “customer is always right.” Instead, make sure you do not over promise and under deliver.
Instead of telling your customers what they want to hear, to be honest. Tell them what you can do for them. If a customer asks for something you can not do, tell them, and explain why.
If a customer asks you to do something you know is wrong, tell them that their request is wrong and why it is wrong. In many cases, customers are not aware that some of their requests could be wrong or illegal.
If the customer keeps asking you to do what you know is wrong, but to you, it really is the customer you want or need? Fortunately, so customers are a tiny minority that successful business can do without.
Honest Customer Service
Hand-in-hand with ethical customer service is honest customer service. Indeed, the best customer service strategy is the simplest and easiest to implement: integrity. Be honest with your customers and you will win their respect, their trust, and more importantly their business.
Ask yourself, would you do business with anyone who lied to you or trying to deceive you? If the answer is no, then you know why honesty is the cornerstone of every customer. The way to win customers is to win their trust.
This means that you should check out the customer support strategy and eliminate anything that encourages you to lie to or deceive customers, such as the aforementioned “the customer is always right” policy. Unfortunately, many analysts customer service and books actually recommend policies that lead to to lie and deceive
One last piece of advice :. You will never be able to please all customers. Just do what you can not and do not promise impossible.