Customer Policy
There is no irony in this manifest, even though it might seem that way - the customers ARE to be loved at any cost.
Manners
Essentially, a customer should never feel that she has been rudely treated.
The worst thing you may do to a customer is to ignore her. The only time you can ignore a customer is if she is threatening or rude. If the customer threatens you or is extremely rude, ignore her. But never stoop to the level of that customer. It is NEVER accepted to be rude to a customer - if the customer is rude to you, it's never okay to return fire - you can be rude to people in your spare time.
When the customer makes mistakes
If the costumer has made a mistake, she should only be reminded of this if it can prevent future mistakes. If there is a chance that the customer can be unsatisfied with your answer, use different wording. If there is still reason to believe that the customer may be disappointed, finish your answer with a question of how we can satisfy her.
Love 'em!
Nurture the customers, see them as your favorite pet or as your child - even if they act like idiots, be aware of the fact that you still love them. Without the customer, there is no company; without company, no job and no food on the table.
Never think that a customer is just a customer
A customer is a human being, a person that may see you as company, show
the customer that you are also a human being, (unless you are a "customer
support robot" and you still use this manifest in your time, seriously you should
really write a new one). You are an individual that understands, an individual that cares.
A customer is not only one individual. She is a network that links to an enormous
amount of potential customers, other companies and a huge amount of publicity.
The best commercial you can get does not come from an ad or a commercial movie,
it comes from a stranger on the street or from a friend.
Therefore, be aware of your own mood if a customer behaves in a manner that annoys you. It is not just one customer, but maybe five customers; five customers that haven't yet bought anything from us, but will, as a result of your behaviour, choose to do so (or not).
IF YOU ARE IN A BAD MOOD, THIS SHOULD NEVER BE NOTICED BY THE CUSTOMER.
IF YOU CAN'T HANDLE THIS, YOU SHOULDN'T WORK WITH CUSTOMER SUPPORT.
IN THAT CASE; TAKE A BREAK, EAT A BANANA, PEOPLE WILL NOTICE IF YOU'RE IN A BAD MOOD.
/Fredrik
FatStatement
Customer Support