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Customer Service and Beyond by Cindy Stradling CSP, CPC

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Customer Service and Beyond by Cindy Stradling CSP, CPC

Blog
961 Views

May 9, 2017

Good customer service is a secret to success in any business. Though the details vary by industry, the basic customer service principles are the same. Providing excellent customer service to your clients helps ensure your business thrives. In most businesses, gaining customers is expensive, so keeping these customers after you’ve won them is critical. Providing good customer service is the single biggest thing you can do to keep those customers. Here are five customer service principles that transcend industries.index2

  1. Know your product or service. You should be able to talk knowledgeably about your products. When customers have questions, you should be able to answer these. When you don’t know the answer, you should be committed to getting the answer quickly for the customer.
  1. Provide timely service. Don’t make customers sit on hold or wait in ridiculous lines. Of course, there are times when business is busier than other times, but do your best to keep the customer’s wait short.
  1. Be friendly. If you’re a customer facing employee, you don’t get to be in a bad mood. Be nice, every time, even when the customer isn’t nice to you.
  1. Keep your promises. If you tell a customer you will call them on Thursday with the answer, then call them on Thursday. If you don’t have the answer, at least let them know that you are still working on it and give them a new time when you will call them back.
  1. Follow up. Be proactive in following up on customer problems. Rather than assuming a problem is resolved because the customer didn’t call back, take the time to call and ask if the problem is resolved.
  1. Be reasonable about rules. It’s imperative that companies have rules. However, do your best not to apply rules arbitrarily, or use these to avoid doing what is right. When the rules just don’t make sense for the customer’s situation, be willing to go to bat for the customer to get an exception approved. Be willing to admit it when a rule shouldn’t apply.

Discuss these six principles within your organization and assess how you’re doing as a group. While these all seem like obvious things to do, they may not be everyday practice. Look for ways to improve your customer service using these ideas. Your customers, and your bottom line, will thank you.

consistent service, customer service, quaility customer service, wow your customers
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Cindy Stradling

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Our Clients Say

We have had the pleasure of working with Cindy Stradling to source several top notch consultants to assist us with the design and delivery of a variety of Learning and Development and HR Programs. This this successful collaboration we have truly appreciated Cindy's very high standards for members of her network, the drive and energy she brings to her work and most importantly her strong commitment to understanding and meeting the needs of her clients.

Deborah A. Fillippe, CHRL VP Human Resources Kenaidan Contracting Ltd.

Cindy has been a terrific resource to Metro! She met with us to clearly understand our needs then provided us with a shortlist of top-quality trainers for us to meet. The whole process was simple and seamless, and it saved us a lot of time in sourcing companies with specific skill sets. She's a pleasure to work with.

Gary Grant, CHRL Director, Talent Management and Training Metro Inc.

Cindy provides a very progressive and engaging training environment. We have seen her successfully provide solutions to companies and individuals from all sectors, from the sophisticated to entry level. The integrity she applies to all aspects of her business is beyond reproach.

Al Diggins President and GM Excellence Manufacturing Consortium

Cindy has been engaged by Express Scripts Canada to provide Presentation Skills training to our management team. Cindy's expertise in this area has been invaluable in supporting our leaders with their leadership development in their presentation styles.

Anthea Gomez Director, Human Resources & Corporate Services Express Scripts Canada

Cindy is the epitome of positive energy! I didn't just work with Cindy at Duplium; I continue to keep in touch with Cindy because she is a wealth of knowledge and always a delight to catch up with. If you need something or someone, just ask her, she will get it done! She embodies the unique combinations of integrity, commitment and resourcefulness. Thank you Cindy for all the times you gave me just what I needed!

Susan Orenbach Senior Human Resources Professional

We engaged Cindy to help us develop a leadership training program and provide our management with one on one coaching. Cindy's professionalism, ability to understand our challenges and develop an innovative, cost effective training program in a timely manner was truly impressive. I recommend and welcome the opportunity to work with Cindy.

Marina Lichtenberg National Manager, Talent Acquisition Canon Canada - "Your gateway to a dynamic career with Canon"

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