Defining Good Customer Service

This was my speech about redefining Good Customer Service:

Good day everyone. Good Customer Service is more than giving satisfaction to our customers. It is the lifeblood of any business. It is making our customers feel good and happy when they hung up on the phone and pass positive feedback about the business along to others. It is the ability to supply the customers' needs and wants. As an agent, there are lots of things that I can do to provide good customer service. First, when addressing customers I always try to be attentive, respectful, and listen to what they are saying. Customers will feel valued and comfortable knowing you are paying attention to them. I always try to address the customer by name as often as possible as it will signal a personalized element to my customer that I value them as a person. One of the most frustrating problems many customers face is being past from pillar to post when there is a problem. This can occur in many ways, for example in face to face situations, over the telephone, or through an online customer service link. It is therefore important problems and issues are dealt with quickly and professionally with the minimal waste of time to the customer. I always make the customers' experience of buying from our business or using our services as smooth and hassle free as possible. Customers or clients who are paying for a service expect to receive value for money. It is vital therefore when dealing with customer enquires that you or your staff have knowledge of the service or product provided, the prices involved, terms and conditions, guarantees, promotions etc. If this information is not readily at hand the customer needs to be reassured that we will find out the answer. If I am unable to provide an immediate answer I always reassure the customer that I will find out the answer as quickly as possible. The golden rule is never make a promise to a customer unless you know you can deliver on it. There will always be customers who will be difficult to please no matter how hard we try to please them. In such situations the golden rule is to remember they are ‘right’ so it is important to listen carefully to what they are saying without interrupting. Always treat customers in a caring and warm manner as this will help to build trust and confidence. Also – try to understand the customers concerns and questions. By offering excellent customer service, the demanding customer will feel valued and if their problem is resolved will return for repeat business and recommend your business to other people. It is well known that customers who are treated with respect and honesty will receive loyalty in return and repeat business. Providing a very good customer service doesn't mean that you need to perform it when you like it. It is our job to display and provide excellent customer service to our clients all of the time. GOOD CUSTOMER SERVICE IS WHAT OUR BUSINESS IS!