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The Lion King | 13
Customer Service
EDUCATE CUSTOMERS.
If some customers always complain about high
charges/products and services, educate them.
Make the information about the charges associat-
ed with the products graphic. Take the “we think
our charges are fair and here’s why” approach.
You may not win them over, but chances are they
will better understand your position.
FOLLOW UP AND FOLLOW THROUGH.
A few days after you believe you have resolved
a customer’s concern, call him to make sure
you solved the problem to his satisfaction. More
important than his answer is the fact that you
cared enough to call.
SEEK THE TRUTH IN
ALL THINGS.
You can’t control
the way an angry
customer raises an
issue. However, a
perceptive small-
business owner
quickly looks be-
yond that anger
and listens to what
the customer is
saying. Buried in
the complaint may
be an issue that
really does need
your attention. In
other words, just
because a cus-
tomer is rude does
not necessarily
mean that he/she
is wrong.
DON’T LOSE
PERSPECTIVE.
One negative,
rude, and upset
customer is
enough to ruin
your day. But
try to remain
focused on
the rest of your
business. For
every problem
customer, there
are many more
positive and
uplifting ones.
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