To be truthful is important


by Ksenia Karhu

Truth is important in our everyday life. Customers expect you to inform them of any happenings. They don’t want to have problems and they hate being unaware of something. So servants must be sure that they give truthful information to their customers.

Many companies  promise lots of things trying to attract new customers. But the information that servants give to them or customers find by themselves is not always true. Regretfully it is fabulous in many cases.

Of course, if customers see something special and unique they will come, but companies will never be able to form good relationship with them, if the information will be untruthful. Customers will never come back, if they can’t trust you, and the main mission of customer service will be failed.

Also another important thing is to inform your customers of all bad things that happen to them, your business or your products. People get the whole picture of you and your business through information that you give to them. If you don’t tell them that everything goes wrong at the beginning, your customers will it by themselves later, and the whole situation will be even worse.

Of course, the news can be bad, it is life, but if you inform your customers immediately, they will understand that your company is responsible, that you care about their problems and that you won’t leave them. Don’t lie to your customers!

Bitter truth is better than sweet lies.




Customer Service Reputation

Nowadays when we have the internet, your company’s reputation (whether it’s good or bad) can spread like a wild fire. That’s why you have to take care of it. It’s a big factor when we are making business.

Studies show that a satisfied customer will tell 2-3 people about his experience with your company. An unhappy consumer will share their dissatisfaction with 8-10 people. Some will push that number to twenty.
Lesson: keep your customers happy. That’s the first thing good reputation requires.

Here are listed 3 most common mistakes that effect to your company’s possible bad reputation:

1. Staying out of Social Media
Example. Let’s say you own a restaurant. A customer has heard good things about your restaurant, but wants to check the customer service, menu, etc. from the internet beforehand. You don’t have your own website, so the customer will try to check it from a random forum. From there he will find out from one unsatisfied customer, that the food is bad, customer servants are rude, etc.
Now from his point of view, your company has a bad reputation. You lost him as a customer.

2. Lack of Awareness
Common problem some companies face, is the belief that reputational damage could never happen to them. Do not get too arrogant, you can never be too aware of the risks.

3. Responding by Anger to Feedback
Simple; people will remember the bad customer service situation better, if they don’t get treated right even after they have informed the staff about it.

When you have accomplished the good reputation, keep up the good work!
It won’t remain by itself.

Our class trip to LionBridge.


Our class trip to LionBridge.

We had a great opportunity to visit an international company as a class. One of our class mate’s (Jane) mum works there and set up the tour.

We first toured around the company meeting the workers. It was crazy how many different nationalities were there from Greece to Russia to Iceland.

We then had an opportunity to learn more about the company and what it actually does. Internationalizing companies and then localizing them. This is a lot of work and time doing these projects, so it’s important that the team get along and work together. You could see that they all got on with each other and seemed like they were a big family.

We also learnt about some of the worker’s backgrounds and most of them had no experience before working in LionBridge. I know for me it gave me hope that I can get the job I want if I work hard and get myself out there.

Overall it was a very positive experience and I think all the class came away satisfied with the information that they received.

Thank you Lionbridge

School year from my perspective

School year from my perspective!

When I first started TREDU, I didn´t know what to expect from it. There was a lot of questions in my head.

Am I going to like it? Are the people likable?   Is it going to be too hard for me? Is it going to be fun?

All these questions have gotten an answer now … I like it, Most of them are, no it is not too hard and yes it has been a lot of fun!

Some of the fun things we did: We went to Kuru, we organized the Christmas party, we have had a lot of projects, lot of quests etc.

Kuru: We gathered on the school parking lot at 8 o´clock in the morning. Kirsi was specific not to be late 😀 When we got to Kuru there were people from International Wilderness Guide studies waiting for us, they had been in the forest for quite some time now. They had planned a lovely day for us which included walking in the forest and finding out new things about it, good food cooked on the open fire, games and other activities.

Now in April they are coming to visit us and we have to plan an interesting day for them.




Christmas Party: At first everybody was a bit skeptic about planning that party, does anybody even come? Somebody had a good idea to put up a box for Christmas greetings on the main hall. They were red by the Santa Claus on the stage. We organized games where even the teachers took part and we sang.It was a great fun and the people actually came.


Me as a customer servant

Me as a customer servant

Having the experience of being a customer servant, I can say that anything can happen  I have a couple of very interesting happenings I would like to share with you.

A father and a child (4-5 yrs.) walked in. They took all the things they needed. They came to me to pay. Everything was normal, so far so good. But the father refused to buy bubblegum for the child. Then the consequences followed. The child got mad, took his little fist and punched the father into the groin, as hard as he could. Here´s what happened next: Father was really embarrassed, child was really confused and I was bursting with laughter. It was wrong to laugh I know, but you can´t really hold it in you if something like that happens.

Here´s another weird thing that happened, a girl came and she was buying something small. As she was standing there I noticed that her flys were undone. I thought that I am doing a good thing and I told her that. I was of course a bad idea… she was so embarrassed and then I was so embarrassed. We were both red from the face and then she left in a hurry. Take notice that when she left her flys were still undone.

My friends Reet and Käki working hard 🙂



Keeping the work place in tip top shape!!


cleanliness pic blog

Keeping the work place in tip top shape!!

For most customers one of the first things they notice when coming into your shop or company is how clean it is.
Cleanliness is so important and also how the shop is organized:
Is it

1. Practical
2. Easy for customers to find what they are looking for
3. Easy on the eye
4. Safe for the customer

I have recently spent a lot of time in second hand stores due to working at one and we spend every morning sweeping the floor, emptying the bins and cleaning the toilets. Because of this mostly every day customer’s comment on how clean the place is.

They will want to come back because of their good experience and also tell their friends about how clean the shop is.

If your work place is clean there is less likely that accidents will happen

Remember when you’re on your work placement or even at work cleanliness will make the difference on if the customer will come back or not. Look at your work place and think to yourself would you want to shop here. 

By Benjain Sewell


Your customers are not coming back. Why?

Your customers are not coming back. Why?

Many businesses have problems with customers not coming back..why?

Is it because of the bad customer service? not making the customers happy? not having a community ?

Firstly you have to be sure that your staff is qualified, motivated and that they want to do the job. Customer servers are the ones giving the first and usually the last expression about the business.

Go on and try to make your customers feel special. Everybody likes to get a bit of extra attention.  If you have customers who are coming in a little often than the others, make them loyal customers.  Have some benefits for the loyal customers (lower prices, cup of coffee, small gifts etc.). Even small things make people happy and give them the feeling of warmth about your business.

If people leave with good feelings it is sure that the word spreads and they are not coming back alone the next time.

If you see that there are not a lot of customers coming back, do research, see what you could change to please people more.

Advertise, advertise, advertise!!





Importance of Customer Satisfaction


okThe importance of customer satisfaction is apparent when you realize that, without customers, you don’t have a business. A single unsatisfied customer can send more business away from your company than 10 satisfied customers. The more you focus on customer retention and customer support, the more long-term business you’ll get. It’s worth it to focus on customer satisfaction strategies, no matter how large or small your company is.

Understand your customer.
A business relationship, just like any other relationship, relies on both people getting their needs met. No matter what type of business you are in, all customers want the same thing. They want to feel welcomed and appreciated by you and your staff. They don’t want to get the impression that they are just being used by you for money. Small interactions like “Thank you” and a nice smile can go a long way toward customer satisfaction.

A big part of customer satisfaction is reliability. If customers come to expect a certain mode of behavior from you and your employees, you should deliver it to them each and every time. Customers want to be able to rely on you. They expect consistent delivery times and support. By training your employees to treat all customers with the same respect, your customers will all have the same experience with your company, which will increase customer satisfaction.

Accept your faults no matter what.
Customer satisfaction is at its most important when something goes wrong in the chain of delivery. Whether a customer was double charged or didn’t receive what she ordered, your employees need to handle the situation with the utmost care. Your employee should apologize and take steps to rectify the situation. The phrase “the customer is always right” is at the core of a good customer satisfaction strategy. It doesn’t matter whether or not the customer misread the instructions or made the mistake; your employee should take steps to make the customer happy.

You can study all this in my school, Tampere Ammatiopisto

Importance Of Customer.

Most anyone will agree that customer service is one of the most important parts of your company’s overall strategy to conducting business. Without customers you really don’t have a business. If this is the case, why is it mostly everyone as consumers can easily mention examples of poor customer service in their daily lives? Every company either has or thinks it has good customer service. However, if certain steps are not taken to ensure this, the reality of their situation is often far worse than their current perceptions.

In any successful business or organization, the commitment to customer service always begins at the top, the company’s leaders must buy into the fact that they not only need to meet their customer’s expectations, they must strive to exceed them. They must develop a company culture that understands, embraces and executes this concept. In today’s world, business competition is tougher than ever. If you can’t provide goods or services when somebody wants or needs them, there are often four or five other companies immediately ready to fill this void. You only get one chance to make a good first impression. If the company’s leaders do not accept this fact, or are not willing to provide the necessary resources to meet their customer’s needs, they will soon find themselves scrambling for business.

Proper training is one way to develop a company culture that embraces excellent customer service. Every employee must understand implicitly what is expected of them when interacting with customers. Is there an established, uniform way to answer the phone? Are there set procedures in place for instances when a customer has a question or problem? Is there an established chain of command to make sure that issues are handled in a timely fashion? And most importantly is everyone trained to carry out these company procedures? How you handle the problem is far more important than the problem itself. A customer must always be made to feel as though their best interests are being given serious consideration, even when you can’t give in to their demands. It is far better to say ‘no’ with a smile, than ‘yes’ with an attitude.

Customer feedback is an excellent way to track and measure your level of service. You should not only benchmark your company against your competition, but also against the goals you set for yourself. Once again, you must remember you are trying to not only meet, but exceed your customer’s expectations. Written surveys are one way to gage customer satisfaction. This can be useful to obtain feedback on a wide variety of company functions. Always allow for written comments, as these usually will help shed light on problem areas. Management’s interaction with customers is an excellent way to not only measure overall efforts, but to also show the level of commitment the company has towards their needs. A manager who does not spend anytime with customers is likely to be detached and unaware of what their employees do and what their customers want. You always feel better if you have the chance to talk to someone who actually sets policy, not just someone paid to carry it out.

In today’s world of bigger, faster, better you need to be the company that gets it right the first time, and if you don’t, you must quickly rectify your mistakes. If you consistently make this part of how you conduct business, your customer’s loyalty will continue to grow. The surest way to continued success and future growth is to not only meet your customers expectations, but to exceed them at every possible turn.

Good customer service is the foundation of any business. It provides a platform for continued growth and helps to build your businesses reputation. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.

Good customer service is also about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves, in their turn becoming repeat customers.


  • The Golden Rule in customer service is the Golden Rule period. Great points, it’s always important to acknowledge the importance of treating others how you would want to be treated.
  • Very difficult principle to live by when you’re “Under Pressure”. If you’re on the front lines of customer service and have to manage an angry customer, here are two phrases to remember: “I’m so sorry”, and “Thank you for your patience, I’ll work on this right now”. Often, customers just want to make sure you understand.


  1. 1.     SHOW RESPECT:

Focus on delivering a solution, not the customers personality or peoples emotions. and never forget that the person on the other end of the phone, or author of a letter of complaint, is a human being with pressures and challenges just like you .


Acknowledge their problems , I dont mean the blame but understand them without necessarily agreeing , Demonstrate empathy, Exa, by saying Im sorry you have had a problem, or YES I AGREE,  you have been treated badly , This will go along way towards soothing a customers  anger and disappointment even if you are unable to provide response that fully meets their expectations.

  1. 3.     GET THE FACTS:

People in business need to know why things went  wrong , to stop it happening again . Ask the right questions- especially ones that will make the customer think. This helps to keep emotions under control. Listen to their response  – show you are listening, Summarize, clarify ,on what they have said before taking action .

  • ·         So Why is Customer Service Important for Your Web Business?
  • Impressions count. It’s important for your customer to have a good experience because they return and they refer others. Did you know that over 90% of unhappy customers never return and they tell at least eight people about the bad experience? That’s a handful of business you are losing.
  • So good customer service tells the customer you value them. It helps with retention, referral and reduces the time spent resolving issues and dealing with administration.

12 Golden Rules of Customer Service


Rule #1 – the customer is always right

Rule #2 – if the customer is wrong, refer to rule #1

Rule #3 – the customer is always a priority – handle complaints, concerns and disputes immediately

Rule #4never argue with a customer

Rule #5 – never make excuses or pass the buck

Rule #6 – be flexible – customers do not always know what they want and are not all the same

Rule #7 – show real respect and treat your customer how you would want to be treated

Rule #8 – be personal, sincere and friendly at all times

Rule #9 – always remain one step ahead of your customer by predicting future & current needs

Rule #10 – keep all your promises

Rule #11 – deliver your product or service on time or ahead of time

Rule #12 – exceed your customer’s expectations and always go the extra mile

I’m sure there are variations of these rules and certainly you don’t have to stop at this list. There are hundreds of little things you can do to make your customer feel like a King or Queen.

With customers, you have to find a way to have a conversation with the customer yourself. The primary means of contact will vary from company to company; for us, social media was crucial.


took by my friend popal

In Lovefilm’s customer service team, there’s someone who blogs and tweets all the time, and monitors what people are saying about the company on the social media channels. That way the team can understand what it needs to do differently, and how it needs to change things.