Keeping Customers Happy.

Customer service is all about building relationships. I started working with e-commerce in 1999, in Sao Paulo, Brazil in a chain of computer stores. I went through all types of experiences an e-commerce start up at the time probably did, from confirming orders over the phone seconds after customers had place them online - "just to make sure"-  they told me. From solving major crises with logistics in a country where, if someone promised you to deliver something in three days you would probably have to wait for at least seven. People did not read disclaimers, and they did not want to hear them after they purchased something and had giving to you their precious credit card information. After 6 years of doing that I learned two very important lessons about customer services.

You ALWAYS apologize, even when you've done nothing wrong

We all know that the customer is not always right, but if a very angry customer believes he or she is right getting in an argument will just make things worse. You should always express sympathy and willingness to help them solve their problem. Always take the time to listen to their side of the story and before making any type of judgment try putting yourself in their shoes.

Make sure you have the power and ability to solve their problem

Customers want a solution, and they want it as soon as possible most of the time. A simple issue can become a major discontentment, and if you are not prepared to help or don't have a solution for the problem they will definitely eat you alive and walk way from your company. Customers like to feel reassured that they are talking to someone who can really help them. You do not want to hear the dreadful question - “Can speak to a manager, please?” - Make sure that your company empowers you and that you know how far you can go to make things better for a customer.

I can tell you all kinds of stories about my experience and the relationships I built. I became the main computer supplier for a major engineering company because I figure it out how to deliver two gigantic printers in the middle of the Amazon forest. I also had for a period of time homemade cookies delivered to me at the office made by a 87 year old lady who bought a computer and had no idea what to do with it. I ended up convincing her that the computer experience wasn't really for her. It is just like I said before, put yourself in their place, get in arguments occasionally with your boss about bending company rules if necessary, and most important of all… Listen to your customers!!!!!