Great Customer Service

What does it mean to provide good customer service?  In my work, I am constantly on the phone with vendors. As a service provider, I make those calls for my clients usually because I want to protect them from bad service. I think the key to doing it right is to listen twice as much as you speak!  If you’re in contact with customers by phone, pay attention to how you feel as you begin to speak with a customer. If you find yourself unsympathetic, angry, irritable or annoyed then it might be time to make a change.

Now for the good experiences… I was so pleasantly surprised today with a call I had to make that I just needed to share it. A year or two ago, my husband gave me a Skil iXo2 drill. This little screwdriver has made my work so easy, I just love it. Well all of a sudden it would not charge. I take very good care of my equipment so you can imagine my frustration. I called the company, was only on hold for a few minutes and spoke with a representative. I expected to pay for a new charger base. Surprise and shock when the rep said she’d be sending me a new charger at no cost. I said she didn’t have to do that but it was very kind. I’ll never forget her words. “I don’t want anyone out there to be unhappy with our products”.

Thanks to Skil for not only making a great product, but taking the time to make it right when there is a problem.