Customer Service for a small business tends to be somthing difficult but also something obtainable. There are a couple focus areas and these are key to keeping your customers happy, while not going bankrupt.

Telephone Kindness

There have been too many times when I have called a small business and I get someone on the phone who doesn’t want to be there. You’ve probably heard that you can hear someone smiling on the other end of the line, well you want to keep that mentality. I called one company and the guy said, "Now listen to me here". I almost flipped on him, NO! I’m the one calling, you listen to me! If you have a telephone rep saying that, get them out of your office now! I have since refused talking to any of the operators at that company and speak directly with the Customer Service Manager. So please, be kind on the telephone, don’t be sympathetic be empathetic. There is a difference. Your kindness over the telephone is a mirror of the kindness a person would expect while dealing with you personally.

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Face to Face

Your body language tells a lot about how you’re dealing with the situation. Make sure that your tone of voice and your body language shows empathy with your customer, don’t pity them. Sometimes dealing with a yelling arguing customer is the most difficult thing, let them vent, and be in an understanding position of their complaint. At the same time however, you don’t want to seem like you don’t give a rat’s ass about their complaint.

Resolving The Problem

This tends to be a little more difficult. In the hotel and tourism industry, discounts and complementary rooms or items are all over the place. But in a small business this tends to be a hot route to losing money. Do your best to offer your customer the chance to try something new before others, or give them priority with certain aspects of your business. Discount their product or return if necessary, but offering minute additions to your services for no cost is always a good way to get them back. By giving them something small to make up for a major difference you’re keeping their business, while not losing hem or your money.