Simple Do’s and Don’ts of Customer Service
by Casey Strapp
on May 29, 2014
Listed in Client Care

customer serviceWelcome back to this lovely world of customer service. I have to tell you, I am kind of happy to say this will be the last customer service tips I dish out for a while. Lets start with the don’ts. I like to save the best for last, ending on a good note is always better right? Like the saying goes, “don’t go to sleep angry.”


Let things become unprofessional

This should go without saying, but there should be a zero-tolerance policy against any kind of foul language or insults toward a customer — no matter how rude or insulting the customer is being. Remember that guy is speaking for himself, but you (or your customer service employee) represent your entire company.

Let obtaining service be more painful than the problem

Nobody enjoys long hold times, confusing or complicated rules, lots of phone transfers or untrained service people. If customers deal with this enough, they’ll think twice about doing business with that company in the future.

Go back on your word

When companies use loopholes to avoid honoring return policies/guarantees, or just flat-out choose not to honor them, they may keep that one sale, but they damage their reputation and can lose future sales.

Throw co-workers under the bus

The customer doesn’t care who made the mistake, he or she only cares who is going to fix it. Skip the blame game. If a mistake was made, apologize, fix it and move on.


Learn about your customers and how best to serve them

If you cater to busy business people, help them without wasting their time. If you provide technical products to people who are not technically savvy, focus on patience and attentive training. The same information you used to gain the business can be used to keep the customer.

Convenience people

Can you get customers the product sooner than expected? Can you solve a problem they didn’t know they had?  Train your service people to head issues off at the pass. If you are successful in this task, your business will grow and the growth of your representatives will as well.

Be more than a voice on the phone

Anytime there is a chance to build a one-on-one relationship with a customer, take it. When a client tells you their situation, take notes. Being remembered is a big deal to people, the customers do not want to repeat themselves over and over. If you are able to connect with the client by showing you are concerned about their situation, they will be more patient and understanding of your work for them.

Always follow through

Deliver on all promises and be unerringly reliable. If you say you are going to do it, you need to make sure that you get that job done for the client.

Launch Coordinator & Director of Client Care

Casey gained his first experience in residential real estate on the financing side of things. He was a top-producing nationwide mortgage consultant for five years, before being promoted into sales and operations management. Later, a new opportunity in Washington, DC took him in a slightly different direction, toward commercial real estate and property research. Casey particularly enjoyed the marketing and support aspects of his role in DC, which eventually led him to TRIBUS, where he and his team are responsible for new client launches and making sure existing clients continue to be our biggest fans.

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