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" |
