Putting the “Custom” Back in Customer Service

One area that separates exceptional Customer Care
Consultants from average customer service representatives is
the understanding of the origins of the word “customer.”

Exceptional Customer Care Consultants know that the word
“customer” comes from the word “custom.”  The word ‘custom”
has several different fascinating definitions.  One of the
definitions is that a custom is a “habitual practice” or
“the usual way of acting in given circumstances.”

Another definition is that a “custom” is a “long continued
habit which is so established that it has the force of law.”

For customers to buy from your company as a “habitual
practice” or as the “usual way of acting in given
circumstances,” customers need to become accustomed to being
treated the way they want to be treated.

Simply put, customers will make a habit of buying from you
if you make the process and the experience absolutely
delightful to them.  If you make the process easy, quick and
comfortable, the customers will become more inclined to use
your product or services again and again.

If you make buying from you a pleasant, personalized
experience, customers will remember the special effort you
took to make them feel special.

Let’s look at the concept of “custom” another way.  The last
two paragraphs talked about making the “buying” activity
delightful to the customers.

The service after-the-sale also needs to encourage customers
to want to return.

Product or service problems seldom rank high on the list of
anyone’s favorite sales tools.  But, if you provide
exceptional service when customers have questions, concerns
or problems with your product or service, you increase the
chances customers will buy from you “habitually.”

I believe absolutely delighted customers are your best form
of advertising.  Take advantage of your expertise as a
Customer Care Consultant to help reduce marketing costs by
always focusing on turning “people who buy from you” into

Reducing those marketing costs could mean more money in the
corporate pot that could be spent on better technology, more
training, or more comfortable and pleasant working
environments.  It could also increase the chances for bigger
raises more often.  Also, contributing to cost-cutting by
providing outstanding Customer Care carries with it a sense
of the Pride.

The more you provide outstanding Customer Care, the more
doing so becomes a “habit” for you.

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