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Seven Ideas For Great Customer Service

Customer Service Excellence

 

As you know, I think customer service is one of the key strategic advantages for any organization.  Great service makes your company memorable.  Customers come back and they tell others about you. 

Here are seven ideas for delivering great customer service:

1. Greetings Matter

When a customer first meets you - in person or on the phone it so important.  It "sets the stage" for everything that follows.  You need to make the customer feel welcome. 

2. Keep a Positive Attitude

You know when you walk into a store if the people working there are happy to see you or if they're just waiting until the clock runs out.  Your attitude matters!  It affects customers.  It can affect your coworkers as well.  If you want some ideas on how to have a positive attitude, check out the free previews of "The Happiness Advantage" or "Fish" on our website.

3. Listen

It's really important to listen to your customer.  What do they need?  If they have a problem, you should carefully listen to them and repeat their story back so they know you've heard their concerns.  Listening is one of the skills that will really help you at work.  And listening is a skill that helps you in other ways - with sales, and interaction with your associates at work. 

4. Pay Attention to Your People

When you think of great service, which organizations come to mind?  Probably companies like Zappos, The Container Store, Wegman's and others are close to the top of the list.  These organizations all have one thing in common:  They pay attention to their employees. As Herb Kelleher from Southwest Airlines says, "We pay attention to our employees first.  They'll take care of the customer and then, the shareholders will be happy." 

5. Training

OK, I know this suggestion is a little self-serving, but training does matter.  You should use training so your team understands the importance of service - and what good service looks like.  In addition, it's important to reinforce this message on a regular basis so everyone in your organization maintains the highest level of service. People get tired... they forget about customer service as they do their job day after day... and then your service suffers.  So reinforce the customer service message on a regular basis.

6. Little Things Mean a Lot

I know that I love it when a store remembers my name or recalls something that I like.  I think the little things matter with customers.  These small things show that you care about them. And, as a result the customer wants to keep coming back. It's also great if you can connect to the customer by mentioning something that they've told you in the past.  Perhaps about their family or a significant event.

7. Saying "Thank You" Matters

Finally, you should thank your customer.  Remember, they often have lots of choices where they can get the same service.  So if they have decided to come to you and your organization be sure to thank them for coming!  Invite them back!  And be sure to stay in touch with them.


Posted under Lists, Customer Service, Miscellaneous Thoughts, HR and Training by Stewart on Mar 04, 2013 | Comments: 0 | Comments Off

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