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Smile!
Right. Don’t kid yourself. Just as it can be seen in person,
it can be heard on the phone. So as Nike says Just Do It!
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Say
something nice at least once a day to someone. I was at the
Saint Louis airport a while back and the skycap came up to me
and said, “Are you going first class; or does it just look that
way?” That was over ten years ago and it still seems like
yesterday. People remember nice things; just as they remember
the not so nice things.
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Don’t
ever argue with a customer. You’ll lose every single time.
Don’t even get into the ring with them.
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If
you’re sending something to a customer via any method, consider
adding a short personal note. Items received without any note
or mention of transaction are perceived as cold and rude. A
simple “Thank you” on company note paper will do the trick. It
says you stopped to do something special.
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Use
“we” statements when possible rather than you. We is
consultative and feels friendlier. And it’s far less
confrontational.
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See
someone walking into your store/branch/location/office? Say
“Hello” loud and clear. Ignoring people, even fellow employees,
isn’t good customer service
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Keep
the fences in your organization low. We all know there needs to
be rules, guidelines and policies. However, when there are so
many of them, they can make doing business difficult. It’s not
worth it.
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Be a
double checker. Often, we can miss something or not know all
the details. Most people appreciate hearing, “The last time I
checked, we were out of stock on that; however, let me double
check for you.” That particular statement is so comforting.
Everyone loves a double checker.
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We
cannot do two things well at once. If you’re working with a
customer, on the phone or in person, then focus on that person.
Trying to type, or file, or do some paperwork while you’re
communicating with a customer is dangerous; and rude
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If
your attitude stinks. Change it. No one - absolutely no one -
wants to be connected with someone with a bad or negative
attitude.
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Respond rapidly. When you receive information from a client,
it’s a good thing to let them know you did receive it. That’s
good communications.
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Extend
a firm handshake when being introduced to a customer. And firm
is the key word. That loose, fish like handshake is not a sign
of confidence. Firm is key
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Thank
you notes are still thought of as great. Take the time to jot
several off a day to new or better yet; older clients.
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Use
your name when you answer the phone. Everyone likes to know who
they’re talking with.
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Use
your listening skills more often. We all like to talk, mainly
to show off how much we know. But listening to what the
customer knows is much better. Let others have the stage.
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It
shouldn’t take two people to give good customer service. Learn
how to handle the situation yourself rather than trying to get
rid of it by shipping it off to a co-worker or supervisor.
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Show
some empathy or sympathy when a customer complains. Doing or
saying nothing when they feel they have a problem will put you
in the doghouse fast.
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Learn
to say, “I am sincerely sorry for what happened” or something
that will allow the customer to feel that you are apologizing.
That quick, “Sorry ‘bout that” statement sounds as though you’re
throwing the statement away.
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Be
prepared. If you’re in customer service, or any front line
position, expect things to happen. Be prepared is not just for
the Boy Scouts. It’s for anyone who works with customers.
Prepare for the unexpected.
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When
in doubt, leave it out. Writing a letter to a client? Or
calling them. If you’re in doubt of using a certain word, leave
it out or use something else.
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This
is reserved for you to put in your own customer service tip!
