Theodore S. Geisel, or popularly known as Dr. Seuss, celebrated his 110th birthday last March 2. While the beloved author is best known for writing whimsical rhymes accompanied by creative illustrations for children, his works and the quotes within have also served as an inspiration for many adults, even in the customer service industry.
Dr. Suess’s Lessons to Customer Service Industry
In honor of the prolific author’s genius, Business2Community.com wrote an article on some of the lessons the customer service industry can learn from Dr. Seuss’s works.
1. Personal Care Matters a Lot
“Unless someone like you cares a whole awful lot, nothing is going to get better. It’s not.” – The Lorax
Customer service has greatly evolved in terms of processes, technology, and best practices. Despite such changes, though, there is one important thing that keeps ensuring good relationships with customers: personal care. The point here is that if you want to keep your customers delighted and satisfied, you need to care for them. Pay attention to their needs, listen to what they have to say and take the time to follow up or follow through. It is by doing these things that customers will learn to trust your business and eventually develop loyalty to your brand.
2. All Customers are Important
“A person’s a person no matter how small.” – Horton Hears a Who!
There are instances when some businesses tend to prioritize the “most important” customers. However, this should not be the case. If you want to deliver service that is truly outstanding, you need not be selective of the customers whom you will treat with care and you should never make a customer feel invisible. Rather, do what you can to help each customer. After all, customers are the reason you have a business.
3. Give Customers More Than They Expect
“Why fit in when you were born to stand out?” – How to Tell a Klotz from a Glotz
When it comes to customer service, it is quite easy to fit in the mold. Do what everyone else is doing and always stick with the standards and do what is required. However, when you are in the business of customer service, you will encounter people of all sorts–most of whom are angry. In such a case, the approach you did to one customer may not work for the other, so you need to find a different way to properly address that person’s concern. Remember: If you want to give the best service, provide your customers with options, alternatives and new ways of doing things.
4. Knowledge is Power
“Sometimes the questions are complicated and the answers are simple.”
A fairly basic principle of successful customer service is knowing your business from every angle. It is only by being completely knowledgeable about all that your company has to offer that you and your employees will be able to find the best solutions for the problems of customers. With this in mind, invest in self-service knowledge and make sure that frontline employees receive regular training.
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