When we think of the customer, we often only consider the external customer. But everyone you interact with in your organization can be considered your customer. Everyone should receive the same level of high quality service from you. This post is about the external customer, the buyer of your company’s product or service.
Being in accounting, we are somewhat removed from the external customer, with the exception of Accounts Receivable. We get caught up in our routines and processes. If contacted by an outside customer, we take it as an interruption to our day. In our minds, we think, well, I’ll have to try and work this into my day, but it isn’t a priority. This is not excellent customer service.
You wouldn’t have a job without that external customer buying your company’s products or services. If a customer calls me I return the call the same day, in no case make the customer wait longer than 24 hours.
They may have what I think is a ridiculous demand or a complaint about something that has nothing to do with accounting. The last thing I want to do is tell them I can’t help them. Even worse is to tell them to call back and ask for someone else, or transfer them to another department never knowing if they got what they needed. I am their connection to the solution. A customer will remember clearly that when they called your company, the first person that answered the phone took care of them. It reflects well on everyone.
I listen to them, find out what they want, then take the initiative to contact whoever I need to contact within our organization to handle the request. If I can take care of it, I do it right away.
No matter how much extra work it is to take care of a customer request, it should be a high priority. It should be done quickly, and if takes several days or weeks to complete, keep the customer updated on its progress either by email or phone. It is important to assure the customer that you are taking care of the issue.
I specialize in sales taxes and I know that customers are very sensitive about their invoices being correct. If errors are found in a customer’s receivable account, be pro-active and correct them. For example, there can be errors on sales tax charged on customer invoices. They are usually discovered when filing the monthly sales tax returns. If a customer is owed a credit, make sure it gets on their account. Even for small amounts, have Accounts Receivable issue the credits and advise the customer. This keeps the level of trust the customer has for your company very high. The customer knows you are always looking out for their best interest.
You never know when you may need help from your customer. Establishing this trusting relationship will be valuable and can serve you well in your ongoing interactions with external customers.
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