In 1998 I began a webhosting company. While I had the technical
expertise to succeed, I knew absolutely nothing about customer
service, and very little about business. Over the past eight
years, I've learned several principles which have greatly
enhanced my customer support skills.
Interestingly enough, most of what I learned was readily
available in the bible. What's amazing is that the precepts
contained in a 2000 year old book work amazingly well in the
contemporary world of a technology business.
For the edification of others who work in customer relations, I
wish to pass on my ten commandments of customer service.
1. Do unto others as you would have them do unto you.
All of us have been customers at one time or another. How do we
like to be treated? This rule is simple and essential. In order
to give your customer the finest service, you must place
yourself in their shoes. If you do this consistently, your
webhosting customers will absolutly love you.
2. Be swift to hear, slow to speak.
It's very easy, in the webhosting business, to stop listening to
your clients. Let your clients talk to you. Listen to them.
Really listen. Ask their advice. Find out what they are looking
for, and provide it.
3. Keep your cool.
A wrathful man stirs up strife, But he who is slow to anger
allays contention. Your customer may be angry, but you don't
have to be. by keeping your cool, you can maintain control of a
bad situation.
4. A soft word turns away wrath.
At some point, a hosting client will be upset with you, and may
unjustly tear into you. Every instinct in you will tell you to
fight back. Don't do it. Speak softly and try to understand why
the customer is upset. You'll be amazed how quickly your client
will calm down as a result of your soft and soothing tone.
5. A merry heart makes a cheerful countenance
Always stay positive and upbeat. People like that and will want
to do business with you. Try to always have a smile in your
voice.
6. Be honest
"He who walks with integrity walks securely" Honesty is a rare
commodity in todays world. Always be honest with your clients,
even when it hurts.
7. Project humility
"When pride comes, then comes shame; But with the humble is
wisdom"
8. Be diligent
"Be diligent to know the state of your flocks, And attend to
your herds" Know your customers well, and keep abreast of their
needs. Answer their emails and phone calls quickly and
consistently. Nothing pays off in the webhosting business as
well as consistent diligence.
9. Be a servant.
Never, ever, forget that your customers come to you for service.
Keep a servants heart and countenence.
10. Keep your perspective
Some clients are difficult to deal with. Remember who you are
really working for. "And whatever you do, do it heartily, as to
the Lord and not to men"
About the author:
Larry Dozier is the managing partner of A1 Web Server - http://a1webserver.com
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