Good customer service is all about bringing customers back. It’s about sending them away happy – happy enough to pass along positive feedback to others.

Recently, I called the “Help Desk” of one of our service providers. The customer service I received was not what I’d call customer friendly, but rather it was condescending. Needless to say, it left a very bad impression – so much so that I’m not anxious to call back.

Occurrences like this reinforce how not to be, but rather to listen to customers and suggest how to meet their needs or solve a problem. If a client has a concern or complaint, it’s important to address it, solve it and make sure that customer leaves with a feeling that you care about them and have met their needs.

My first job experience was in our family-owned business and my father was my first job coach. He taught me the basics of customer service that I have carried throughout my career. They are simple, but important values – greet people with a smile, treat others with respect, be courteous, look for ways to be helpful, go the extra mile if necessary. That respect in turn comes back to you and builds customer loyalty.

Good customer service is about forming a relationship with customers and sustaining that relationship. It’s making sure someone is answering the phone in person. Your voice on the phone is sometimes the only impression of your company a caller will get. When customers visit your place of business, make sure they leave feeling positive. Whether on a phone call or in person, tone is one of the most important factors in verbal communication. The wrong tone can throw off the meaning you are trying to convey.

Being reliable is essential to forming and keeping a good relationship. The saying, “don’t make promises you can’t keep” is key to good customer service. Keep appointments, meet deadlines, provide the service you promise, be consistent, and keep in communication. Follow up with a customer when a job is completed or after a purchase has been made.

Bottom line, treat customers with the same respect and courtesy that you would like to receive. It’s basic, but providing good customer service is basic.

It goes without saying – if a customer does not get good customer service, they will be reluctant to do business with you again.