Forums: Discussions for entrepreneurs and small business.

Now I`m not talking about slow payers but I`m talking about the mean, nasty and otherwise just rude customers. I work in the customer service field now. I get quite a few unhappy campers. These people are the ones constantly telling me how to do my job, complaining despite me doing my job correctly, etc.

 My question is should I expect more of the same once I am the owner?

I mean I`m the low man on the totem pole now. (at least that`s how the customers see it) But does this change when you`re in charge?

Also I don`t plan on dealing with the public per se. My customers will be other businesses. Are they any better? thanks in advance.

-------------------------

Follow the journey of Marvin Hawkins Visual Concepts and Nothing Like It Games at http://gamerdeveloper.blogspot.com/

It`s not always easy dealing with the public. But if you get ALOT of unhappy customers, something must be wrong. Is it the product, the service, or the customer service, (as in the way the problem is being handled)?

If you own the company, make sure that these things are addressed before you even begin.Get started on the right foot. If you`re offering a product be clear about what it is you`re selling them, and if their is a return policy,  be clear what it is,... and follow thru with what you say.  If it is a service, tell your customers what is included in that service, and what is not.

Learn from customer service  complaints and change what needs to be changed.

Whether you`re dealing with other business or the general public, you`re customers need to be happy, or you`ll soon find you won`t have any,

What changes is your ability to just say no when you don`t want these people as a customer. 

touche: hoseofjerkyjanie. You`re right if they complain I may not have any customers. But I get these customers that complain about policies out of my control in my current condition. What to do then? on the flip side when you`re the employer what can you do?

-------------------------

Follow the journey of Marvin Hawkins Visual Concepts and Nothing Like It Games at http://gamerdeveloper.blogspot.com/

As a frontline customer service rep you are getting some great training. Here`s why:

1) You are learning the damage that can be created by "uncustomer friendly" policies, practices, and procedures. Many companies make the mistake of setting up bureacratic policies to hide behind which puts customer service reps like yourself in the hot seat.

2) JerkyJanie is right too. Learn the policies that cause problems and make sure you have those smoothed out before you start your own business. You`re packing your bags for the business journey of your life - learn all you can.

3) Learning how to deal with irrate customers and not be "hooked" into an unproductive transaction is a skill that will serve you for the rest of your life!

4) Many times management isn`t even aware of the problems that their own policies have created. It`s called the "tip of the iceberg" phenomenon - where senior management in most companies hear about 1 out of every 160 customer complaints on average, the rest are handled by customer service reps and buffered from senior management by middle management. No wonder they think everything is fine with customers!  

5) Does your company have a recovery plan? When something goes wrong do they empower you to immediately solve the problem and then do something special for the customer? Making a customer "whole" again after a bad experience is very gratifying to most customer service reps and very profitable for the business. Problem is most companies don`t understand the art of recovery or its value to the business.

Hang in there dude. When your time comes - you will have learned some very valuable lessons. Good luck!

If somebody complains there is something wrong somewhere, otherwise the customer would not complain.

1. Find out what is wrong (you do this by listening to what the customer has to say, let him/her vent sometimes that is all that is wrong)
2. Ask - "What can I do for you?," (let them tell you what they expect from you, don`t guess or offer solutions ask them what is it that they want)
3. Do what they want you to do (thank them for giving you the opportunity to serve them and ask them to come back again, if you see them again greet them let them know you remember them).
   

That`s all there is to customer service.

Hey nothinlikeit, You said it.  They are complaining about policies "out of your control".  That`s a bad position to be in, and probably not much fun being the employee. And yes, the customer is aware of who you are too, which probably does make them feel they can take it out on you. But as tangtungler said you are learning valuable lessons.

What changes is, as the owner....(if the customers are dealing directly with you), they know "You`re" the policy maker.  What a great opportunity you`ll have to let your customers know you`ll do what it takes to make things go right,  to make them happy. Then it`s all pretty easy, unless you`ve deceptively sold them a bag of goods, that they do not need, want, or like! 

I personally handle all customer service in our company.  Honestly, we rarely ever get a complaint. But if we do, I address the issue immediately showing our customer how much we care. If for some reason a customer didn`t recieve their order, I will ship another order, and even at times overnight it.  No problem!  They tell their friends.

It dosn`t matter if you`re selling Commercial Buildings or Dog Food.  I go by the motto "Your customer comes First"  

and, I don`t want to say NO to any customers. 

Two cliches that have been around long enough that everyone just believes they`re true:

1. There`s no such thing as a bad audience, only a bad performance
2. The customer is always right.

Toro poo-poo!

The customer is not always right.  I just believe we need to make an effort to make things right.

And what can you do if your in a customer service position for an employer? 

1.Tell the employer the complaints.

2.Ask them how to handle those rude people

3.Quit that job and start your biz

I`m on the way to doing number 3 like hardcore, Jerky Janie

They know about the complaints and usually do what`s right for that particular customer. Which is something you suggested. The problem is what Tangtuler mentioned in the first place. It`s the inefficiencis of thier policies. For some members (in the credit union) they`ll bend over backwards, yet for others they will follow thier beuaracratic policies to the letter. This leaves me in a bind because I`m simply following orders. But I do my best to try to do damage control with the decisions i can make. But I am starting to compile  a list of things i`ll do differently when I`m in charge.

-------------------------

Follow the journey of Marvin Hawkins Visual Concepts and Nothing Like It Games at http://gamerdeveloper.blogspot.com/