Arellano 1

Gisela Arellano
English 2010
October 29, 2014
Having great customer service
Customer satisfaction is really important for businesses. The ultimate goal is to have
happy customers because a happy customer will most likely come back and recommend others to
go to place where great customer service was given. If there is bad customer service then 68%
[of customers] leave because they are upset with the treatment theyve received, according to
The U.S Small Business Administration. It is up to the employee to give the great customer
service, a challenging thing to accomplish because customers will have different types of
personalities and can be happy, grumpy, or anywhere in between. That puts a lot of pressure on
the employee but with proper training and exposure an employee can learn how to adapt and
interact with all types of customers and in the process can learn how to control his own emotions.
To begin with there is the dissatisfied customer. The angry dissatisfied customer is a big
problem. Pete Blackshaw, the Executive Vice President of Digital Strategic Services for Nielsen
Online, has found that Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000.
Which means that one angry customer has a bigger impact than a happy customer and it
is not a positive effect on the business. When dealing with dissatisfied customers it is important
to remember that the dissatisfied customer will look for someone to blame. It is important to
keep calm, listen, and most importantly do something to fix the problem. The employee will feel
the need to apologize but it is not a good idea. In the book Customer Service career success
through customer satisfaction mentions that an apology will be seen as an open invitation to
further blaming. The key is to be flexible and helpful. Amazon, as of 2013 according to the

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American Customer Satisfaction Index, is at the top of the list with the best customer satisfaction
in internet retail. Gregory Ciotti, a Help Scout's resident content marketer, points out that
Anyone who has had to return an item to Amazon knows how helpful and flexible their support
team is. One of the top two reasons for customer loss is not solving a customers problem as
fast as possible. Successful companies, such as Discover, have calling centers to answer the
questions of their customers and provide fast assistance.
Ethnologue: Languages of the World has found that as of today there are 7,106 living
languages, therefore in customer service there will be times where an employee will face a
language barrier. Having translators at hand would be the ideal for situations where the employee
does not speak the same language as the customer, but that is something hard to have. It is
important to teach each worker in customer service that when faced with a language barrier, as
Michael Soon Lee and Ralph R. Roberts pointed out, to Show some emotion. Most emotions,
such as excitement, joy, fear, frustration, and anger, are universal. Emotions will help transfer
meaning to the words and will make it easier to communicate. Maintaining patience and
speaking clearly will help as well. That said, the truth is companies do better when they hire
bilingual workers. In a survey conducted by empleosCB it was found that 48% of hiring
managers are hiring Spanish-speaking job candidates in 2007 and 2008. General Dynamics
recently advertised for a couple of weeks on the radio station 104.3 that they were in need of
bilinguals and were offering a hire pay.
One of the most important things successful companies have their employees do is to
smile. Two successful restaurants that are known for their great service are In-N-Out and Chickfil-A. Both train employees to greet customers with a smile. Kristina Evey, an expert in

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Customer Service, points out that Customer satisfaction dramatically increases when they
receive genuine smiles. It makes the customer feel valued and welcomed.
Adapting to new situations can be hard but at the same time easy, the key is not to
overcomplicate things. When teaching an employee how to deal with different types of
customers is important to mention patience. For a company to have great customer service it is
important to deal with a dissatisfied customer quickly and fix the problem that the dissatisfied
customer presents, fast. Also, by hiring bilingual workers a company is able to give better service
for its diverse customers. In addition, receiving customers with a great smile will create a
peaceful environment that the customer will enjoy and appreciate.

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Works Cited Page

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