Whenever you ask a business professional about customer service, inevitably you will be reminded that the customer is always right. The truth is that the notion that the customer is always right is just a cover for the real idea of good customer service which is to always be professional. If the customer was always right, then no business would ever stay open for very long. As you get ready to start your own online betting website, there are three rules of customer service that you must adhere to if you want to find success.
One of the biggest mistakes some companies make is to bury customer service policies on their websites in places where customers may not find them. If you want to be successful, then post your customer service policies in a prevalent spot on your website. Insist that all of your customers read and understand your customer service policies before they do business with you and stand by your customer service policies whenever there is a dispute.
By clearly posting your customer service policies and standing by those policies every time, you are creating a level playing field for you and your customers. This allows you to control the relationship with your clients and make sure that everyone gets the same chance to have a positive experience.
You will always have clients that go out of their way to try and get you to break your customer service policies in their favor. Once again, you cannot break your customer service policies if you want to retain the respect and repeat business of your clients. Always remember that the difficult customers are the exception and not the rule. If it ever becomes the other way around, then you must review and revise your policies.
If you do get into a dispute with a customer, then you will need to have the proper evidence to stand by your policies. The easiest way to avoid an argument with a customer is to know your customer service policies inside and out and offer each client options to solve their issues. When a customer is given options to choose from, then the customer feels as though they made the decision on what happened and that will diffuse any arguments.
If a customer decides to be belligerent to the point where rational conversation is not possible, then quote your customer service policies, remind the customer of their options and disengage form contact until the customer is ready to discuss things in a rational manner. Never argue with a client because it is an argument you can never win. All you can do is offer assistance and options and then guide the customer to a resolution.
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