Q. Customer Service... why is it so hard?
A. It's not "if your momma and daddy raised you right"

Customer service is not technique but common courtesy, politeness, and respect. It's saying "yes m'am," "yes sir," "please" and "thank you."

Even though Mrs.Crew and I don't think we're old enough for "m'am and sir"... it comes across better than when we enter a restaurant and a giggly, little, 18 year old says "how you guys doin' today?" Is it just me or is it the "age thing?"

Here are 7 of my rules:

1. Talk to/work with the customer the way THEY would like - everyone's a little different --when in doubt ask.
2. Forget the "I'm sorry" - customers want things fixed - instead say: "thank you for bringing that to my attention - how may I help you?"
3. Don't blame someone else - just fix the problem - even if it means "covering" for someone else... you may need a favor one day
4. Understand what the problem REALLY is -- it may not always be price
5. Ask "what do you think would be a fair solution?"... fair is a word that usually turns folks from adversarial to cooperative thinking
6. Whatever the answer to "what's fair?" -- have an agreement that will satisfy their concerns, agree on a time to deliver (sooner is always better than later)
7. Here's the toughest part -- after you agree to do something - DO IT, even if it's a call to say: "I'm still working on the solution"

One final word: the customer ISN'T always right -- but you only get one opportunity to tell them that... then they'll find someone else to work with. Don't argue, you won't win! Remember without a customer, an organization's importance is diminished considerably.

At least that's how I see it.