The document discusses the importance of customer service in business success, emphasizing that customers are essential and should be treated with respect and personalized attention. It highlights common customer service shortcomings and suggests solutions, such as timely communication, complaint resolution, and exceeding customer expectations. The document also advises against common mistakes like providing short answers, being rude, and lacking knowledge.

1. Business Shortcomings
and Solutions
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2. Your Customers are Your Business
Your business has a product/service that
people need.
Your audience (customers), therefore, is the
backbone of your business success.

3. What is your customer
service missing?

4. Positive Attitude and Respect
Customers contact you to meet a need. Your
duty is to provide positive, respectful
communication and service to meet their
needs.
ex. “What else can I help you with?”

5. Personalized Attention
No one appreciates the generic approach of a
marketing template email that is sent to all 30,000
subscribers.
Make sure you can speak
with authority, knowledge,
and understanding. People
are more than numbers.

6. Complaint Resolution
Although customer complaints can be resolved
easily enough, that’s not the stopping point.
You need to delve into your operations to find a
better solution for the long-term. That will avoid
future complaints and issues.

7. It’s the Little Things, Always
 Answering emails/calls in a timely manner
 Providing extra service or insight that isn’t
requested
 Price checking and other inquiries
 Exceed commitments every time
 Always provide follow-up

8. Other Customer Service Mistakes
Avoid:
 Short answers
 Ignoring customer inquiries/requests
 Being rude (perception is key!)
 Lack of knowledge (know your business)
 Blaming anyone (just fix the problem!)
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