Tag Archives: clients

When the Customer ISN’T Always Right

What to do when you’re faced with an angry customer or client

The phrase “The customer is always right” has been used as early as 1905. Quote Insider attributes the saying to the Chicago retailer Marshall Field, although it’s possible he heard it from someone else. The meaning of the phrase is that companies and their employees should treat complaints seriously to avoid customers feeling ignored or cheated.

However, for anyone who has worked in a customer or client facing job, or even just peeked at some of the angrier folks on social media, the customer is in fact NOT always right. Customers should be respected, but when their behavior starts to get out of hand, what can you do to deescalate the situation? (more…)

Why Customer Service Matters in Any Role

customer_service_matters_webNo company is too big or too small to avoid the effects of customer interaction with current, new, or potential customers. If a company has good customer service, people will assume they also have good products.

And since customers will remember if they have a bad experience with you or your employer, it’s extremely important to maintain a positive attitude and provide excellent customer service every day. To help you put your best foot forward, take a look at these reasons why customer service is important. Then, check out a few quick tips to remember when you interact with customers.

Positive customer service can help your career path.
Employers keep a close eye on their employees to ensure they are doing great work. This means you have a perfect opportunity to stand out and shine in your role. Show up to work on time, maintain a positive attitude, answer customers’ questions quickly, be helpful, and go the extra mile when you can. It may seem like a lot of work, but when your employer notices how important customer service is to you, it may lead to promotions, raises, bonuses, or other rewards. And if you’re on a temporary assignment, great customer service can even lead to a permanent job.

Good experiences lead to return customers.
Customers who have positive interactions with employees and experience a high level of service will likely return to the business. If you went to a restaurant that had poor service, would you return? Most likely, the answer is no. Likewise, if you went to a restaurant with exceptional service and a positive atmosphere, chances are good that you’ll return. The same goes for customers who visit your workplace. In fact, a study by InfoQuest found that a totally satisfied customer contributes 14 times as much revenue as a somewhat dissatisfied customer.

Customer service can separate you from the competition.
Companies must compete for business, and customer satisfaction can be the one thing that sets them apart. If there are two businesses that sell similar products, but one has a poor customer service record, which business will likely receive the most customers? The one with the better service, of course. Today, reviewing companies and receiving recommendations for businesses is easier than ever. Even one poor customer service interaction can lead to a negative review, which could lead to lost customers.

Happy customers can lead to a happy work environment.
When a company keeps its customers happy, it usually creates a trickle effect on employees. According to Forbes, positive customer interaction leads to great work, which “leads to greater productivity, less absenteeism and turnover, and reduced retention costs.” If your supervisors and co-workers are as determined as you are to be great every day, your work environment is sure to improve. As Forbes states, “Often, doing things for your customers also works better for you.”

Now that you know how important customer service is, how do you make sure you’re doing your best?

Evaluate your own customer service experiences.
When it comes to how people interact with your company, it’s about more than products. People are interacting with you, and they expect to have a positive experience. Taking the time to be courteous and respectful goes a long way. Think about your own experiences and the businesses that left you either smiling or steaming. Consider adopting the positive elements from those experiences so you can help your customers enjoy the interactions they have with you.

Be positive from the start.
Excellent customer service begins with the first word you say. Whether it’s a greeting as customers walk in the door, an exchange over the phone, or the opening line in an email, you set the tone for your customer interaction. Remember to smile, offer assistance, and speak clearly in all communications.

Lend an ear.
It isn’t always easy to be on the receiving end of customers’ frustrations, especially when you are not to blame. But, attentive listening can be a catalyst for breaking down barriers and creating a fix for the situation. When you listen politely to a customer, you help them feel valued and may be able to solve their complaint more effectively. Remember to ask for assistance from your supervisor if a complaint is out of your control or you cannot remedy the situation.

Follow up in a timely manner.
When a customer has a question, always be as helpful and quick as you can. If you don’t know the answer, let the customer know that you will find out as soon as possible and follow up with the answer they need. If a customer has a complaint you can’t resolve, let your supervisor handle the situation, but be sure to follow up with the customer to ensure they received the help they needed.

Exceed expectations.
Whenever you can, go above and beyond. Anticipate your customers’ needs by offering assistance, making suggestions, or following up with them. Impress your supervisor by exceeding quotas, asking if you can help with additional tasks, or offering to stay late if the workload is overwhelming. When you go above and beyond, customers will notice and may even tell your supervisor. As much as a positive review can help a business, it can also help your career.

How do you maintain excellent customer service? Let us know in the comments section below!

Movin’ On Up is brought to you by Express Employment Professionals.

Maximize Your Freelance Experience on a Resume

Freelance on a ResumeThe Great Recession and its aftermath has made it difficult for many people who have been trying to start a career in the past few years. Because of that, eager job seekers, like me, turned to freelancing to hone their skills and gain experience while looking for more stable work.

One challenge I always struggled with is making it work on a resume. How do I explain consulting for two companies, doing contract work for a major retail chain, and event coordinating for several nonprofits without looking like a job hopper?

Here are some simple ways you can use your freelance experience to your advantage on your resume and carry it over into an interview.

Condense or Attach
The easiest way to include your freelance work on your resume is to file it under its own section labeled “Freelance Work” or “Freelance Experience.” If you’re freelancing full time, consider putting it at the top of your experience list since it should have some of the most relevant and current experience in your career. If freelancing is a side project or a part-time endeavor, consider placing it under any current part-time jobs you have. This way, employers know you’re still working somewhere while you’re furthering your career. If you have more relevant information on your freelancing experience than the part-time job, you may consider putting it at the top of your list.

If you’re a young worker, still have a few years of solid work with an employer, but your freelance work doesn’t apply to the jobs you’re looking for, consider putting the experience on a resume addendum – a separate piece of paper with additional information about your experience. This will put the focus on your professional work instead of the freelancing. Once you have an interview, you can bring the addendum to show your commitment to self-improvement.

Results Over Variety
Your resume shouldn’t be the same for every potential employer or job opening. It should be tailored to best match the requirements needed for the job. That’s why including all the details of your freelancing experience might be a bad idea. Choose projects that have results that best reflect the job you’re applying for. You might even showcase specific clients who best represent the industry you’re interviewing in. Showing measurable achievements with a few projects is better than displaying generic job duties from a laundry list of big name clients.

If you want to use the names of your clients to your advantage, consider including them as references. Having an employer hear from someone else about the quality of your work is far better than the text included on a resume.

Consider Your Cover Letter
There’s a chance employers could see your freelance history in different contexts. Some may interpret it as your way of being an ambitious go-getter who made work for yourself between jobs. Others may be concerned that your entrepreneurial spirit means you will jump at the chance to own your own business or a job opportunity with more variety and flexibility. Depending on how much freelancing you do, they might wonder if it will conflict with your full-time responsibilities for them.

Consider including the reasons why you freelance in your cover letter so you can help clarify your goals and objectives. Understanding what you plan to do with your freelancing can help ease any potential worries an employer may have with your history.

How have you used your freelancing experience during your job search? Let us know in the comments section below.