September 2010, Volume 6, Issue 9, www.manhattan.org A publication of the Manhattan Area Chamber of Commerce 8 Rules For Good Customer Service - Good Customer Service Made Simple By Susan Ward, About.com Guide of good customer service is forming a rela- that someone is picking up the phone when tionship with customers – a relationship someone calls your business. (Notice I say Good customer service is the lifeblood of that that individual customer feels that he “someone”. People who call want to talk to any business. You can offer promotions and would like to pursue. a live person, not a “fake recorded robot”.) slash prices to bring in as many new cus- Contact us: tomers as you want, but unless you can get How do you go about forming such a rela- 2) Don’t make promises unless you 501 Poyntz Avenue some of those customers to come back, tionship? By remembering the one true WILL keep them. Manhattan, KS, 66502-6005 your business won’t be profitable for long. secret of good customer service and acting Not plan to keep them. Will keep them. 785-776-8829 phone accordingly; “You will be judged by what Reliability is one of the keys to any good 785-776-0679 fax Good customer service is all about bring- you do, not what you say.” relationship, and good customer service is [email protected] ing customers back. And about sending no exception. If you say, “Your new www.manhattan.org them away happy – happy enough to pass I know this verges on the kind of bedroom furniture will be delivered on TDD Kansas Relay Center: positive feedback about your business along statement that’s often seen on a sampler, Tuesday”, make sure it is delivered on 800-766-3777 to others, who may then try the product or but providing good customer service IS a Tuesday. Otherwise, don’t say it. The same service you offer for themselves and in their simple thing. If you truly want to have good rule applies to client appointments, dead- turn become repeat customers. customer service, all you have to do is lines, etc.. Think before you give any prom- ensure that your business consistently does ise – because nothing annoys customers If you’re a good salesperson, you can sell these things: more than a broken one. anything to anyone once. But it will be your approach to customer service that deter- 1) Answer your phone. mines whether or not you’ll ever be able to Get call forwarding. Or an answering serv- sell that person anything else. The essence ice. Hire staff if you need to. But make sure Continued on page 2 Understanding Generational Differences Each generation has distinct attitudes, behaviors, expectations, habits and motivators. Mark your calendars!! The • Communicate and work more Location: Marianna Kistler Manhattan Area Chamber of Com- effectively with those of other Beach Museum of David J. Rebein merce is excited to bring you generations. Art, 701 Beach Lane For over 20 years, Dave has been a “Understanding Generational Dif- • Build stronger working steady, consistent and visible presence in ferences”, presented by David J. relationships with all Fee: $49 for Chamber mem- the High Plains' legal arena. Dave has tried Rebein. generations. bers (after October 13th), hundreds of cases and represented For- • Appreciate the attitudes and tune 500 Companies as well as individuals For the first time since the Indus- behaviors of everyone in your $79 for non-members in high profile employment and personal trial Revolution there are four dif- organization. injury cases in both Federal and State ferent generations with four differ- Register Early: A Special Courts. ent approaches in the workforce. Dave will also present “Finding early bird rate of $39 is These variations can be of value to Your Passion” at no additional available for Chamber Dave has been recognized as an the organization OR it can create charge. Regardless of where you members registering outstanding lawyer in The Best Lawyers in great conflict within the workplace. are in life and your career - there is by October 13th. America and Super Lawyers for his work as a trial lawyer. He always time to discover or redis- was recently named in The Guide to America's Leading Business Understanding these differences cover - what you're truly passion- For more information and to regis- Lawyers as one of Kansas's Top 10 Litigators. He is a past will help leverage strengths, ate about and turn that interest ter for the seminar, contact the member of the Kansas Supreme Court Nominating Commission, improve productivity, avoid and passion into a new career and Chamber office by email at a past president of the Kansas Bar Association and associated disagreements, maximize team- a more fulfilling life. [email protected] or call with many other legal organizations in various capacities. work and bring out the best in 785-776-8829. each other. Date: November 3, 2010 Rebein is a public speaker and has traveled extensively to Space is limited to 80 attendees in Time: 8:30am – 11:30am deliver messages of encouragement and inspiration to civic After this seminar, participants will each session, so get your reserva- OR groups in both small and large communities. be better able to: 1:30pm – 4:30pm tions in today. • Understand where each (sessions will be Dave is a partner with the firm Rebein Bangerter, PA in generation is coming from Sponsorships are available, call identical) Dodge City. and where they are going. Kristin Holt, 785-776-8829. Page 2 Manhattan Area Chamber of Commerce Little Apple® Business Review September 2010 8 Rules For Good Customer Service - The mission of the Man h a ttan Area Cha m b er of Com m e r ce is to Good Customer Service Made Simple 6) Train your staff (if you have any) to be fos t er a changing envi ro n m e n t for business success that enhances ALWAYS helpful, courteous, and knowledgeable. the quality of life in our reg i o n . We market the re g i o n ,a dvocate for Do it yourself or hire someone to train them. Talk to bu s i n e s s ,and provide servi c es to our members and custom e r s . Continued from page 1 them about good customer service and what it is Are you intere s t ed in being a member of the Man h a ttan Area (and isn’t) regularly. Most importantly, give every 3) Listen to your customers. Cha m b er of Com m e r ce? Giv e Kim a call at 776-8829 for more member of your staff enough information and power Is there anything more exasperating than telling in fo rm at i o n . to make those small customer-pleasing decisions, so someone what you want or what your problem is he never has to say, “I don’t know, but so-and-so will This is a publication of the Man h a ttan Area Cha m b er of Com m e r ce – and then discovering that that person hasn’t been all adver tising is the res po n s i b i l i t y of The Man h a ttan Merc u r y. be back at...” To place an ad or for more inform at i o n , cont a c t Regina Stat t on at paying attention and needs to have it explained again? From a customer’s point of view, I doubt it. 77 6 - 2 2 0 0 , ext. 231 or classdisplay@ t h e m e rc u r y.co m . 7) Take the extra step. Can the sales pitches and the product babble. Let For instance, if someone walks into your store and your customer talk and show him that you are listen- asks you to help them find something, don’t just say, ing by making the appropriate responses, such as “It’s in Aisle 3.” Lead the customer to the item. suggesting how to solve the problem. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, 4) Deal with complaints. if you want to provide good customer service, take it. No one likes hearing complaints, and many of us They may not say so to you, but people notice have developed a reflex shrug, saying, “You can’t when people make an extra effort and will tell please all the people all the time”. Maybe not, but if other people. you give the complaint your attention, you may be able to please this one person this one time - and 8) Throw in something extra. position your business to reap the benefits of good Whether it’s a coupon for a future discount, addi- customer service. tional information on how to use the product, or a genuine smile, people love to get more than they 5) Be helpful - even if there’s no immediate thought they were getting. And don’t think that a profit in it. gesture has to be large to be effective. The local art The other day I popped into a local watch shop framer that we use attaches a package of picture because I had lost the small piece that clips the hangers to every picture he frames. A small thing, pieces of my watch band together. When I explained but so appreciated. the problem, the proprietor said that he thought he might have one lying around.