Holding Team Member of the Year Award “for exceptional technical customer support.”
Kepler’s Five Laws of Customer Care
I enjoy serving and helping people. I cared of my rifle platoon as an infantry lieutenant in the United States Army. I ministered and served my congregation as an ordained minister. I helped my customers and users as an information technology application analyst. I like helping people.
For years, people have observed my good job of caring for people. It resulted in my being named an Outstanding Junior Officer of the 9th Infantry Division for excellence in maintenance support while serving as an infantry battalion maintenance officer.
I have been recognized by my Fortune 500 privately held company employer by being named Team Member of the Year for excellence in technical customer support and care.
I share this to say I know something about caring for customers. I’ve handled over 20,000 customer support/service problems calls in the last twenty years.
I base my customer service and support philosophy on two things. First, I believe we should treat others as we want to be treated. Maybe you’ve heard of the Golden Rule. Found in the Holy Bible in the book of Matthew, chapter 7, verse 12, we are told to “Do to others what you want them to do to you.”
My second guiding force also comes from the Bible. Found in the book of Colossians, chapter 3 and verses 23-24. The verse says, “And whatsoever ye do, do it heartily, as to the Lord, and not unto men; knowing that of the Lord ye shall receive the reward of the inheritance: for ye serve the Lord Christ.”
Over the years, I’ve developed a personal philosophy I call Kepler’s Five Laws of Customer Care. While you cannot make everyone happy all the time, if you follow these simple principles you’ll do okay.
Kepler’s First Law of Customer Care
Respond to your customer promptly. We live in an instant gratification world. Instant response equals instant happiness for most customers. Notice I did not say that it equates immediate problem resolution.
Yes, you may be able to provide immediate solutions, but they are the exception when it is a complex issue. People want to know you care. When you respond to their complaint or their support request promptly, it makes a difference. Sometimes the timeliness alone of your response is enough to keep your customer from going to the competition.
The customer or user needs to know you care.
Kepler’s First Law of Customer Care is responding to the customer promptly.
Kepler’s Second Law of Customer Care
As you respond to the issue, you must listen to and acknowledge the customer’s concerns. There are no small complaints. Treat them the same way you would help your spouse or your mother. I call it golden rule support. By that, I mean no matter how upset they get you remain cool, calm, and in control. You treat them like you would want to be treated.
It matters not if you are responding to email complaints, working the telephones in a call-center, standing at the customer service counter, or have a customer walk up to you with their concerns and complaints.
Regardless of the issue’s method of delivery listen to their problem. I like to repeat their issue back to them. I usually say something like, “Mr. Customer, I understand your new laptop’s monitor has the upper left corner of the screen that is darker than it should be. Is that right?” When they confirm I understand the problem, I work to correct it.
Kepler’s Second Law of Customer Care is listening to and acknowledge the customer’s concerns.
Kepler’s Third Law of Customer Care
This one is essential. Never promise anything you cannot deliver. Don’t tell them you will replace the broken equipment if you do not have the authority to make the exchange. The customer will take your words as your bond.
You do not want your customers to experience disappointment. They do not wish to hear your excuses for failing to deliver what you promised. Promising and then not delivering will drive your hard-earned customers into the arms of the competition.
If you make a promise, make sure you fulfill it.
Kepler’s Third Law of Customer Care is never promise anything you cannot deliver.
Kepler’s Fourth Law of Customer Care
You must keep the customer informed. There is nothing as nerve wracking as sitting in the waiting room wondering how long it is going to take to get the car repaired. Provide them with a realistic estimate of how long the job will take to complete. If you tell them an hour and finish in fifty minutes, they will be thrilled. If you run into an issue along the way, tell them. Customers hate not knowing. They should not be surprised by the cost of the repairs or have to keep looking at the clock asking is it ready yet.
Keep them informed. Remember, bad news only gets worse with time. If an additional issue comes up, tell them.
Likewise, if the problem is not as bad as initially diagnosed, let them know it. They will be thrilled.
Kepler’s Fourth Law of Customer Care is keeping the customer informed.
Kepler’s Fifth Law of Customer Care
Make sure you thank them for both their business and for bringing the issue to your concern. You need to know when we have an inferior product or service problem.
When they make you aware of a problem you can make necessary corrections. It helps you identify issues with suppliers and processes. It also identifies employees that require better customer service skills, developmental training or even dismissal.
People like to feel appreciated. Let them know you appreciate their business.
Kepler’s Fifth Law of Customer Care is thanking them for both their business and for bringing the issue to your concern.
If you follow Kepler’s Five Laws of Customer Care, your company, and your clients will have a better experience.
FREE DOWNLOAD of a .pdf file of “Kepler’s Five Laws of Customer Care.”
Written by Jimmie Aaron Kepler, The Customer Care Guy
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The Customer Care Guy | Jimmie Aaron Kepler 