5 Valuable Lessons in Customer Service

Vince DiCecco is a dynamic and sought-after seminar speaker and author, with particular interest in business management/development and marketing subjects. With over 20 years experience in sales, marketing and training, he is presently an independent consultant to businesses looking to sharpen their competitive edge. Vince addresses a wide range of topics focused on nurturing customer loyalty while improving profitability. He may be reached via email at vince@ypbt.com.

1. Take time to listen to a prospective client and get enough information from them to assess the scope and urgency of their circumstances and needs. Dig deep enough to determine the need behind the need by getting a clear, complete, and mutual understanding of the customer’s situation.

2. Offer suggestions and advice to minimize the cost of a workable solution. Having the customer take an active role in a possible solution can save you time and effort in the long run.

3. Treat every client or prospect like they are your best and/or most important customer. When you give a potential or current client your undivided or prompt attention, it instills trust and confidence that you are on their side and looking out for their best interest.

4. Train every person that speaks to or meets with your customers in how you expect them to treat customers and what they are to say — consistent with the image you want to project for the business.

5. Always ask for a chance to be of service in the future, a referral, and/or a testimonial when you’ve successfully satisfied a customer. Few things beat the impact and miniscule cost of word-of-mouth marketing.

—Vince DiCecco, Your Personal Business Trainer