Book Summary Preview :
Outrageous Customer Service for Smarties

The Big Idea

Companies that focus on the convenience of customers are easy to do business with because they provide good customer service. They meet and surpass the needs of the customers by having employees that are knowledgeable about these needs and know how to deal with them.

In his book, Outrageous Customer Service for Smarties, author Richard Andreini explains the importance of customer service and provides tips and techniques that can transform corporations and businesses.

What Is A Customer?

Customers are:

• The most important people.
• Not dependent on you; you depend on them.
• Not an interruption of your work; they are the purpose of it.
• Part of your business.
• Flesh and blood like us.
• Not to be argued with because you lose if you do.
• People whose want you have to fill profitably for you and by you.

Handling Complaints and When You Have To Say “No”!

You should think of each complaint as an opportunity for you to become accepted and to make a positive impact on a customer. When a customer thinks that you treat him well, this becomes a fact because a customer’s perception is always a reality. It is therefore essential that each complaint be answered in a fast, efficient and courteous manner and this can be achieved by focusing on the problem instead of the person to be blamed.

However, there are instances that you cannot give what is requested from you and in such cases you have to explain in a polite and courteous manner the reasons why. Furthermore, policies should not be cited, and you should never patronize nor make the customers feel stupid. Instead of making excuses and blaming people it would be best if you offer alternative solutions.

Who Is Our Customer?

Each person that you come in contact with is a costumer, whether he is a client, visitor, vendor, or employee. You should take care of your present customer because it is four times more costly to get a new customer than continue having a good relationship with an old one. Among all the mentioned customers, your employees are the most important because when you treat them well they provide good service to your clients.

What Are Our Customers’ Expectations?

Knowing what the customer wants and expects from you, knowing what your business is, and having a clear definition of what you do and what you deliver are the key ingredients to Outrageous Customer Service.

Several tools can be used to know the customers’ expectations and how to improve customer service:

• Surveys and questionnaires.
• Meetings with customers.
• Comment cards.
• Employee training and refresher classes.
• Tracking repeated business transactions.
• Brainstorming at company meetings.

Why is Customer Service Important?

Customer service is important because:

• We now live in a Service Economy where the primary product is service itself.
• It is the competitive edge.
• Customers buy expectations and benefits that we promised them.

Good customer service:

• Is demanded and wanted by customers.
• Makes customers happy and satisfied.
• Keeps the customers coming back.
• Attracts new customers.
• Keeps us in the business.
• Is the Reason Why We Are In The Business.

Customer Service is a Philosophy — Wrong Philosophy versus the Right Philosophy

Good customer service should start within the company and should be taught to all the employees. Its application and implementation has to be well planned and has to be accompanied by continuous employee training. Everybody within the company should view the customer as an ally and not as an enemy and employees should know when and how to grab each opportunity in presenting good customer service. . . . . . .