Customer Service: Three Ways to Make Your Customers Love You

1. Stop customer ‘hot potato.’ The rep who first speaks to the customer should “own” the customer. There’s nothing that sends a poorer signal of disrespect faster than an underprepared rep trying to pass a customer off to “someone who can better help you with your problem.”

2. Give customers a choice. Don’t bind your customers into the fake choice of letting them “opt out” of communication. Let them know up front they can decide to get e-mails or offers from you, and give them the choice. You initially may build a bigger mailing list by binding customers in with the opt-out policy, but it doesn’t show customers the respect they deserve.