60 Customer Service Tips for Entrepreneurs

1. Posture Begets Performance – Always sit up straight and smile when you take a call, it shows.
-Susan McGarvie A Former Xerox Employee

2.  Say It Again - Acknowledge the customer’s issue by relaying it back to them to make sure you understand they’re asking. It validates the customer and ensures that you understand the issue.
-Tara Kachaturoff of Personal Brand Essentials

3. The Winner Is, Confidence - He with the most certainty wins, and this isn’t about lying to your customer by covering it up with ego or force. People want to know that everything will be okay. Lead them with your person power in the direction that is for the highest and best for both parties.
-Justine Kenzer of Psychic Style Radio

4. Be You, Not a Script – Get off the script—LISTEN and respond to what’s really going on.
-Shel Horowitz

5. Use Your Pleasant Tone – Use hopeful and helpful words. If you’re going to do something for your customer, then why not get “extra credit” by using words like, “I’d be happy to…” or “It would be my pleasure to…”- These hopeful and helpful words make the customer happy and make you look superb.
-Vicki Hess, of Catalyst Consulting, LLC

6. Common Courtesy - Always thank the customer for calling, especially if it’s a complaint call. If they hadn’t called you would never have the opportunity to turn them into a productive interaction.
-Roanne D’Ausilio, Ph.D, President of Human Technologies Global Inc

7. Don’t Make ‘Em Wait – Never keep a customer on hold for more than 30 seconds. If you are going to need to leave them on hold for more than that amount of time offer to call them back.
-Laurie Brown

8. Action Afterwords Matters – Follow through to ensure your (internal/external) customer commitments are honored.
-Mary Jane Paris

9. Put Your BEST People On The Phone – The #1 key to customer service is to understand that customer service is a skilled trade and should not be considered an entry level position. Pay attention to what the customer is saying and don’t attempt to do something else at the same time.
-Sam Pocker

10. Under Promise & Over Deliver – Never promise more than you can deliver. It’s always better to exceed customer expectations than to disappoint them.
-Sharyn Munro, Virtual Assistant

11. Know The Basics – If a company has service people who are going to a customer location to deliver service, make certain they have had basic communications training.
-Lynn Daniel, The Daniel Group

12. No Sweeter Word In The English Language -  Remember names!
-Nate Chenenko

13. No One Else Does - Send hand written thank you cards periodically.
-Shonika Proctor, Author Speaker Consultant

14. First Impression - Introduce yourself in a positive manner right after answering the phone. Saying your name right away gives the customer confidence and established a more personal rapport with the customer.
-Douglas Hanna, Service Untitled

15. Voice to Voice – Don’t hide behind e-mail. Pick up the phone and return phone calls.
-Beth Dunn, Etiquette Expert

16. It’s OK Not To Know, It’s Not OK Not To Address – Admit when you don’t know something BUT follow through with finding out the answer for them – not passing them on to someone else. Nothing will form a bond with your customer quicker than you revealing that you are human.
-Jeff Tobe

17. It’s Alive!!! – A consumer who started with a live person instead of an automated system is two times more likely to conduct future business with the company. Tip: Consumers want easy-to-navigate systems that provide them with the capability to easily reach a live agent. They also want multiple communication options – telephone, e-mail, chat, and Web site.
-Alessa Schambers, Corporate Marketing Manager, Aspect Software

18. What Goes Around Comes Around – Become your customer’s customer. When possible take advantage of the products and services offered by your clients. By showing your support of their business they will help build more trust in the relationship.
-Mike McDermen,t CEO & Founder of Fresh Books

19. How Can We Make It Better? - Ask your customer, every single time, if there is anything you can do better or different to make them happier the next time. Sometimes, they give you priceless feedback that changes the way you do business. Often, that question alone fixes issues. Always they appreciate being asked.
-CJ Romberger, Wildwood Interactive

20. Make It Memorable – Create a memorable experience for your customers so they continue to keep coming back!
-Elizabeth A. Sears, PhD., Workplace Communication, Inc

21. It’s More Than OK To Apologize, It’s Mandatory - When mistakes happen – and they frequently do – empower your employees to apologize sincerely to the customer and give a little something (free shipping, a discount coupon, etc.) to make amends.
-Lauren Bloom, Elegant Solutions Consulting

22. Smile, Their Listening – Smile while you are on the phone with a customer. It really does make a huge difference.
-Robyn

23. Focus – Give them your full attention. Always treat the client you are speaking with as if they are you only client.
-Phyllis Pometta, Baby Swags

24. Focus More - Focus on what they need, not what you “sell” and always give value added.
-Harriet Cohen, Training Solutions

25. Let Communication Flow – From the top to the first line supervisor, make sure your leadership team knows how to document suggestions and pass them on to the correct person who can properly evaluate and take action if needed.
-Dr. Jay McCurry, McCurry Training and Coaching

26. It’s Really Quite Simple - Customer service is just just about the basics, it’s about reacting swiftly to satisfy customer needs and then continuously use that precious feedback to innovate your offerings and process!
-David Dalka, Discussing Internet Marketing Management Strategy

27. Half Empty Or Half Full? – When we treat our responsibilities as tasks, we treat our customers as tasks; they end up feeling processed. When we treat our responsibilities as opportunities to create positive experiences, customers feel valued.
-Dennis Snow, Snow & Associates, Inc

28. Solutions Aren’t Always Necessary – Don’t offer advice unless you’re asked for it – often customer, clients and guests just want to talk, and don’t want your solution. It’s refreshing to realize that you don’t always have to fix everything.
-Robb Anderson, La Villa Bonita Culinary Vacations

29. Do You Spell Bob With One or Two O’s? - Don’t automatically call your customer by their first name…ask how they prefer to be addressed while you assist them.
-Ellen Schuster, M. Ed., CPCC, The People Skills Expert

30. People First - Serve your customer not your business systems…never let your business systems dictate how you do business!
-Davis M. Woodruff, PE, *CMC

31. Communicate, Communicate, Communicate - Keep your customers apprised of a situation- Communicate with them. Most people are understanding if they realize they are not being ignored and they are treated as if the matter. In these tough economic times, not only price is important, but service is paramount.
-Melissa Bishop

32. Hey, Look At You! – When scanning the business section of the paper, notice any customers or contacts with accomplishments and send a handwritten note of congratulations.
-Jean Ann Van Krevelen

33. The Higher Road – Always answer and angry e-mail with kindness and diplomacy.
-Andrea Donsky, Naturally Savvy

34. Watch Your Email Tone - When responding to e-mail try to remember that tone is not translated. Your quick “no” or “yep” won’t communicate to as well as a full sentence explaining your answer. Take the few moments to provide a full thought.
-Jacqueline Wolven, Moxie Works

35. What’s The Next Step? – Before ending a call, make sure that both of you and the customer have a mutual understanding of what has/will be done to resolve their issue.
-Karsten Vagner, Client Services Manager at ZocDoc

36. Brag The Right Way – Never say “I’m great.” Instead say “My customers tell me that they love working with me because .”
-Mike Wittenstein, Speaker, Facilitator, Consultant

37. Lemons Into Lemonade – Approach every negative customer inquiry as an opportunity to learn from them and make them into an advocate.
-Andrew Vanderploeg, Gateseven Media Group Inc.

38. Go The Extra Mile - Customers always recognize the extra effort. They will remember and repeat to others your “above and beyond” attitude. In this time of “automated, cannot reach a customer service person atmosphere” a personal touch goes a long way.
-Tammy, American Easel LLC

39. We’re All Humans Here - Listen from the customer’s perspective – not from your procedures. “Proceduritis” is one of the top three killers of customer service.
-Kate Nasser, CAS Inc.

40. Make It Personal - When someone emails you with an inquiry or request, always respond by using their name in the e-mail and thanking them first and foremost for their interest/business. Always include your email signature which has your direct e-mail address and a phone number.
-Danielle Hughes, Baby Fish Mouth

41. Go It Alone, Kinda – Solve the customer’s problem or issue with as little involvement of the customer as possible.
-Chris Reich, TeachU

42. Listen Closely - Always listen and take good notes when chatting with customers about their lives. Customers offer clues about what they want and how they want to be served, which helps cater your service to them and makes them feel more appreciated. (And taking notes helps, too…for example, if a customer mentions their cat was sick, the next time they call, we’re sure to remember to ask how their cat is doing.)
-Nick Leighton, President, Emerald Products, Inc.

43. Communicate With Strength – Too many customer service representatives take the weak road and lack confidence when discussing issues with customers. If you’re not confident in your product/service, they (the customer) are not going to be confident in talking with you.
-Brandon J. Mendelson, Earth’s Temporary Solution

44. Relax, Then Relate – If you are relaxed you will put your customer at ease. If you are relaxed you will relate to them in an effective and powerful fashion. Otherwise you will miss the boat and not make the human connection you need to make. Top notch customer service is all about the human connection.
-Doris Jeanette

45. No Distractions - Turn OFF your cell phone, don’t even look at it or check to see who called when you are dealing with a customer.
-Andrea Baker, Voodoo Marketing

46. Give It To Them Two Ways – Follow up with a phone call after communicating with a customer through e-mail.
-Melanie Haywood, CEO Listasaurus.com

47. Be The One - One stop shopping is preferred and promoted; where possible avoid transferring calls and e-mails.
-Natalie Lemke, Media Relations Administrator

48. It’s More Than Words -Focus on behaviors, not just tasks. For example, maintain a positive attitude and watch your body language. Be aware of the customer’s body language, too, to uncover what he/she might not be saying verbally.
-Holly Barrett, Communications Manager & Brand Strategist, Brand Integrity Inc.

49. Make People Feel Important – Every company out there knows customers are important. But as a customer how important do you normally feel when dealing with these companies? With all the advertising and all the talk about customer service, with all the blather about customer-centric companies, making people feel important is still the easiest way to differentiate yourself, and your company from the competition.
-Barry Maher, Author of Filling The Glass

50. Go Above And Beyond – Manage customer expectations, and then exceed them.
-Valarie Moody, Fodeo

51. Feel Their Pain – Walk a mile in your customers’ shoes.
-Corrie Wilder, Grippies LLC

52. Make Them Better – Give solutions that help the customer achieve more in their job.
-Arun Sinha, Access Consulting

53. Be Fun, Be Real -Have a graceful, humorous, or personalized error message ready to be put up in the event of a page or site outage to let the customers know you’re aware of and addressing the issue.
-Ken Godskind Chief Strategy Officer of Alert Site

54. Put Your Money Where Your Mouth Is - Guarantee 100% customer satisfaction or give them their money back.
-Mike, Northern Colorado Rentals LLC

55. Served Their Way – Sell the way your customers want to buy. You might prefer customers order off your website rather than by phone, but what do THEY prefer? Stop doing what’s easy for you and start doing what’s easy for them.
-Susan Carter, Consultant

56. Put It In Writing - Few people know what to say in a difficult customer situation, especially when a situation is coming at you at 80 miles an hour – so pick up a good customer service book, write down what to say in your most challenging situation, and pass it around to everyone on your team.
-Richard Gallagher, Author of What to Say to a Porcupine

57.  Be A Fast Yes Man - Be fast to yes, and slow to no with customer requests.
-Betsy Strohmaier, Mountain Day Camp Director

58. Be Sorry, And Then Fix It - Apologize when something goes wrong and then fix it immediately. This is a very important customer service issue. Your customers can be very forgiving if you can fix the problem quickly. If the problem cannot be solved immediately, make sure to keep the customer informed as to your progress. This can be in the form of phone calls or e-mails.
-Julie Voorhees, Specialist Small Business Prescriptions

59. Promptness Pays Off – Ship the same day the order is received.
-Sandra Stone, Warm Mouse LLC

60. Make It Simple, Not Simplier – Most customers don’t understand what you do nearly as well as you do.  That’s why they are customers afterall.  So make sure you communicate and deliver things as simply as possible… but DON’T make you service or product simplified.  Your job is to make the customer consumption of your product or service really easy, but it is not your job to make the product or service itself simple and watered down.
- Mike Michalowicz, The Toilet Paper Entrepreneur