While the notion that “the customer is always right” does not always ring true, the phrase amounts to a public realisation of the importance of the customer.
This importance is not always acknowledged in the business environment, and often we hear of or experience instances of deplorable customer service.
Remembering that the customer is the lifeblood of any business establishment is the key to success. Service-industry workers must continuously seek ways to improve on their relationship with their customers as the sustenance and viability of their workplace depends on it.
Businesses, and by extension their employees, should never underestimate the purchasing power of a customer. A customer has the ability to cripple business operations by simply buying elsewhere. As long as customers become enlightened and are acutely aware of the power they possess, this could be a potential threat to businesses that fail to satisfy them. Businesses should therefore conduct their affairs with this in mind and try to genuinely attend to their customers’ needs.
In dealing with customers, do not let personal judgments dictate the quality of customer service you provide. It is only natural to make judgments based on appearances. However, when these judgments are influenced by personal biases, and if they are likely to impact others negatively, then they should be re-evaluated. People’s race, sex, sexual orientation or sense of style should not entitle them to receive special treatment nor preclude them from receiving the best service available.
Finally, never forget that you too are a customer. The roles of service provider and service receiver are easily and often reversed. Putting oneself in the service receiver’s shoes when occupying the role of a service provider will enable one to become more sympathetic and empathetic towards the needs and plights of a customer. This supports the old adage “Do unto others as you would have them do unto you.”
The preceding are just a few tips which, if practiced, can help to improve your customers’ overall service experience.
