Here are some quick hits for anyone in customer service…
- To be great a customer service, you have to WANT to be great at customer service. Few people in history have been great without trying, practicing, improving, without WANTING to be great.
- Did Michael Jordan just want to shoot hoops, or did he want to be great?
- Did Dale Earnhardt just want to drive, or did he want to win races?
- Did Abe Lincoln just want to manage, or did he want to lead this country to be better than it was?
- Did Walt Disney just want to draw, or did he want to entertain in bigger, better, more personalized ways?
So to be great at customer service, make sure you’ve at least mastered these basics as a starting point:
- Always answer the phone stating your department/organization, your name, and asking a question to start the conversation. A professional greeting should take less than 2 seconds.
- When a customer is complaining, let them vent, empathize, and apologize or at least say “I’m sorry that happened to you…”
- When closing a typical conversation, thank them for their business, their question, their inquiry, sharing their concern. Be memorable – in a positive way.
- Be aware of your tone of voice on the phone – 86% of people judge you on the phone by your voice, not what you say.
- Be aware of your body language and gestures when you’re face-to-face – 55% of people judge your body language, not your tone or what you say when you’re face-to-face.
- Read the other person; are they anxious, angry, impatient, happy, upset? Tailor your interaction to address their emotion.
- View your co-workers as customers. Even if you don’t interact with the consumer, the information or service you provide to your co-worker, the timeliness and attitude with which you provide the information or service – they impact your co-worker’s ability to serve that consumer.
These are a few quick tips to start your week.
Have a great one!
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
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Posted on March 21, 2011 in Business Advice